Technical Support Representative I

Summary

Join our team as a technical support representative to provide phone support for eCommerce software and hosting platform inquiries, resolve advanced trouble tickets, and assist with DNS, FTP, SSL, email, and other website-related technologies.

Requirements

• Strong communication skills and ability to articulate both verbally and in writing
• Strong analytical and problem-solving capabilities
• 1+ years of technical support experience
• A Bachelor's degree or commensurate experience
• Understanding of Linux, MySQL, PHP, and HTML/CSS

Responsibilities

• Provide phone support for inquiries relating to our eCommerce software and hosting platform
• Answer phone calls and create and document detailed tickets in our ticketing system
• Demonstrate professionalism and outstanding customer service on all phone calls and email replies
• Identify and reproduce client issues, providing a complete description of the problem and resolution
• Diagnose and resolve issues that result in poor website performance, such as DDOS attacks, runaway server processes, etc
• Educate clients on best practices regarding credit card data storage and adherence to PCI/PA-DSS guidelines

Preferred Qualifications

• Experience in website hosting, preferably in a client-facing role
• Proficiency in configuring and troubleshooting web hosting platforms (e.g., cPanel, Plesk)
• Understanding of web servers, DNS, FTP, and other hosting-related technologies

Benefits

• Remote company - work from anywhere!
• Unlimited PTO
• Maternity/Paternity leave
• Medical/Dental/Vision/FSA/Life
• 401k with company match; vested immediately
• Flexible work schedule