Customer Support Specialist

Responsibilities:

• Provide excellent, professional, and friendly support consistently via telephone, electronic help desk, chat, walk-in, and other media.
• Attempt to isolate, reproduce and resolve problems using available systems and tools, and investigate potential workarounds for verified issues.
• System monitoring and response.
• Compile reports on overall customer satisfaction.
• Utilize computer technology to handle high clients’ concerns on any media.
• In-depth understanding of the core business of the Company.
• Efficiently handle the resolution of customer issues in minimal time.
• Handle any financial concerns with clients’ services.
• Maintain the customer incident tracking system (Zendesk) with regular updates and resolution details. Information to include causes, resolutions, actions, and all relevant data.
• Participate in the creation of Knowledge Base articles, solutions, and other related support collateral.
• To be the escalation support interface with customers and partners when necessary and to ensure that the company is represented in the most positive manner at all times.
• To interface with Subject Matter Experts, where the problem cannot be resolved at a frontline support level.
• To help set the correct problem resolution expectations and to provide timely progress reports to the appropriate levels of the support organization.
• Participate in a shift and roster to provide support coverage outside of standard business hours as necessary.
• Perform other related support duties, as required by the company.
• Attend training courses to sustain/enhance product knowledge and work in accordance with the policies and procedures outlined within the quality assurance documentation.

Requirements:

• Strong technical skills and well versed in all common computer problems including e-mail client set-up, wireless networks, viruses, slow performance, and other errors.
• Has an understanding of shared, VPS, co-location, and dedicated server hosting.
• Has a firm understanding of open source software such as WordPress, Drupal, Joomla, etc.
• Has knowledge of SSL services.
• Familiar with Payment Gateways (e.g. Paypal and Dragonpay)
• Willing to learn new skills and flexible enough to adapt to a dynamic working environment.
• Highly motivated and able to work independently.
• Can multitask without sacrificing the integrity of work.
• Take ownership of problems and follow through to resolution.
• Has the ability to quickly and efficiently handle web hosting-related issues such as DNS, FTP, PHP-based errors, etc.