Technical Support Operator - Remote

KnownHost LLC; Birmingham (AL); On-site; USD 19,000 - 28,000; Full time

Benefits offered by this job

Competitive pay

Health, dental, and vision insurance (

Job summary

KnownHost LLC is seeking a dedicated customer-support operator to join our 24/7 helpdesk team. You will handle inquiries and resolve issues with high quality service, ensuring customers have an exceptional hosting experience.

Ideal candidates are customer-focused, handle pressure well, and communicate clearly in English. Experience with Linux hosting stacks and common control panels is a plus. This is a full-time role in the United States with competitive pay and benefits.

Qualifications

• Must be customer-focused, and willing to do whatever it takes to resolve customer issues.
• Excellent written English. Support is primarily via email, with occasional live chat and phone.
• Must be familiar with Linux shell (bash), Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS and other web hosting tools.

Responsibilities

• Hiring for day shift employees CST.
• Provide customers support via our 24/7 helpdesk.
• Troubleshooting email delivery issues
• Troubleshooting cPanel, Plesk, and DirectAdmin related issues
• Troubleshooting DNS, FTP, SSL, Apache, and other service-related issues.
• Ensuring customer satisfaction

Skills

Customer focus

Under pressure

Analytical skills

Multi-tasking

Email support

Live chat support

Tools

cPanel/WHM

Plesk

DirectAdmin

Job description

This Is Who You Are…

You are our front line in the battle for exceptional customer experience at the 24/7/365 help desk.

Ideally, you have experienced terrible web hosting customer service and have vowed that will never happen on your watch!

You are responsible for seeing that our customers have excellent customer service by doing what you do every day -> exceeding customer expectations.

WHAT DO WE NEED FROM YOU? Well, you should be customer focused, great under pressure, and ready to engage a problem with your superior analytic skills. Can you do several things at a time with amazing efficiency? Good! If you are a super ninja with web hosting applications and platforms -> we need to talk.

MORE ABOUT THE POSITION

These will be your primary responsibilities in your daily goal to fight bad web hosting:

• Hiring for day shift employees CST.
• Provide customers support via our 24/7 helpdesk.
• Troubleshooting email delivery issues
• Troubleshooting cPanel, Plesk, and DirectAdmin related issues
• Troubleshooting DNS, FTP, SSL, Apache, and other service-related issues.
• Ensuring customer satisfaction
• You must know Linux like your favorite cheeseburger and fries’ combo! Here are your other amazing attributes:
• Must be customer-focused, and willing to do whatever it takes to resolve customer issues. Going above and beyond is the standard at KnownHost. Our customer reviews reflect this.
• Excellent written English. Technical Support Operators currently primarily provide support over email, but may occasionally be asked to pitch in with live chat and phone support.
• Must be familiar with Linux shell (bash), Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and other standard web hosting applications and protocols.
• Must be able to work under pressure when bad stuff happens and get the job done.
• Multi-tasking is a must. KnownHost has a lot going on, and multiple brands.
• Must be able to ask customers for complete error message or derive the context of their problem if they provide insufficient information.
• Must have working knowledge of one of the following control panels, cPanel/WHM, Plesk, and DirectAdmin is required.
• Knowledge of PHP, Python, Perl, and Ruby on Rail a bonus.
• Working Knowledge of Iptables firewalls (CSF, APF, etc.)
• Common customer website apps, like Drupal, WordPress, MediaWiki, Magento, ZenCart, etc
• MySQL commands for support or troubleshooting, like importing/dumping a database, simple SELECT statements or "SHOW PROCESSLIST"

WHY IS KNOWNHOST THE RIGHT FIT FOR YOU?

We are seeking extraordinary people in a world of mediocrity. You must live and breathe web hosting. To attract and retain top-level talent, we are prepared to treat you like a VIP.

With plush benefits, paid vacation time, and competitive pay, we believe that KnownHost can be your next home away from home. Here is how we let you know that you are valued on our red carpet:

• Competitive pay between $14 to $20 per hour (depending on experience)
• Comprehensive health, dental, and vision insurance plans (US only)
• Flexible scheduling, & paid vacation benefits.
• A variety of other perks and benefits

All our positions are full-time employment, so we expect KnownHost to be your only hosting related job.

All you should do is know your field from every position, pass the background/ drug test, and let us do the rest!