Technical Support Representative: Hostmysite.com
Location: DE Newark
Total applied: 40
Company: Hostmysite.com
Relevant Work Experience: 1-2 Years Experience
Education Level: High School
Job Status: Full-Time, Employee
Salary: Starting at $35,000 per year
Please apply online at http://www.hosting.com/aboutus/careers/ Basic Description: Technical Service Representatives are the front line support staff for our customers.
TSRs are responsible for answering general questions and troubleshooting basic technical support issues, some of which can be performed by the customer through the control panel.
TSRs will have the most verbal contact with customers and will be the voice that our customers will associate with Hosting.com. It is important that TSRs maintain a friendly and courteous personality while at the same time keep phone calls as short in length as possible.
It is important that TSRs also create complete comprehensive phone tickets that are easily understood.
The tickets TSRs create are the road map for the rest of support.
When not on the phone or in a chat, TSRs will work the Support queue (and others as assigned) to resolve technical issues, or document the need for escalation.
Responsibilities: · Create comprehensive tickets documenting client issues · Assist clients in resolving client side issues; when issue can not be resolved by TSR, escalate the issue to a senior support staff member · Maintain excellent phone/email/live chat rapport with customers while gathering concise information and limiting overall call time · Maintain knowledge of all proprietary tools and systems to ensure proper handing of customer issues · Adeptly utilize resources both within and outside Hosting.com to resolve issues · Assist clients with the following technical tasks: o Setting permissions o Resetting passwords (FTP, FrontPage, Email, Stats, SQL) o Client side email configuration o Client side FTP configuration o FrontPage extensions o Control Panel o Domain and Hosting Renewals o DNS transfer o Registrar transfer o Domain name pointer o New Domain name registration o Setting up new accounts · Work all other queues as assigned · Assist in other tasks as assigned Qualifications / Required Skills: · Excellent verbal and written communication skills · Strong interpersonal skills · Strong organizational skills · Knowledge of all proprietary tools (for example, the Billing Program, Control Panel, CFaRT) · Excellent customer service focus
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