Senior Technical Support Representative

Telecommute · Heraklion, Crete, Greece · Technical Support · SP-127 expand job description ↓

Description

Top.Host is looking for a Senior Technical Support Representative. The best candidate should be passionate, highly motivated, familiar/expert with web hosting, and ambitious about a career in customer service and technical support. This person will join the Support Team, in-house or remotely, in order to enhance the quality of support offered to Top.Host’s customers.

Responsibilities:
  • Assist customers with their web hosting accounts via phone, email and live chat.
  • Walk customers through email setup, Plesk, cPanel, and FTP clients.
  • Investigate and resolve any issues faced by our customers and questions about their web hosting plans.
  • Provide customer feedback to Supervisors and Managers in order to improve products, services, and customer satisfaction.
  • Partial infrastructure monitor and issue reporting to the infrastructure team.
  • Hosting-related duties.
  • Enrich and improve our technical knowledge base according to customer requests.
  • Cover daily shifts 07:00 to 23:00, 365 days a year.
  • Frequently attend educational seminars / workshops in order to improve knowledge and performance level

Requirements

  • Professional and friendly customer support.
  • Accuracy, efficiency and professionalism when responding to incoming tickets.
  • Willingness to confront and resolve a wide range of customer problems, of basic to advanced complexity.
  • Exceptional problem-solving skills.
  • Cooperational skills and team spirit.
  • Exceptional written and verbal communication skills in Greek and English.
  • Knowledge of hosting and domain names.
  • Experience with: FTP, POP, IMAP, SMTP, Linux, Apache, HTML, PHP, MySQL.
  • Experience with DNS and Plesk will be considered as a plus.
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