Technical Support Representative I

Summary

Join Miva as an experienced technical support representative! You'll provide phone and email support for our e-commerce software and hosting platform, resolving advanced trouble tickets and assisting clients with various website technologies. This role requires strong communication, analytical, and problem-solving skills, along with 1+ years of technical support experience and a Bachelor's degree or equivalent. The position offers a flexible schedule (1:00 pm - 10:00 pm EST, Monday-Friday, subject to change), remote work, and excellent benefits. Bonus points for experience with web hosting platforms and related technologies. Miva is a fully remote company with employees across the U.S., and the ideal candidate will reside in one of the specified states.

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
• Perform other duties as assigned

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
• Inspiring & collaborative coworkers