[Hiring] Technical Support Operator @KnownHost

Role Description

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.

Qualifications

• Customer-focused and willing to do whatever it takes to resolve customer issues.
• Excellent written English.
• Familiar with Linux shell (bash), Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and other standard web hosting applications and protocols.
• Ability to work under pressure and multi-task effectively.
• Must have working knowledge of one of the following control panels: cPanel/WHM, Plesk, and DirectAdmin.
• Knowledge of PHP, Python, Perl, and Ruby on Rails is a bonus.
• Working knowledge of Iptables firewalls (CSF, APF, etc.).
• Familiarity with 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".

Requirements

• Hiring for day shift employees CST.
• Provide customer 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.
• Ability to ask customers for complete error messages or derive the context of their problem if they provide insufficient information.

Benefits

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