COMPANY OVERVIEW:
NetNation is a leader in Cloud, Managed, and Hybrid Hosting. NetNation delivers reliable, secure, and scalable Infrastructure-as-a-service (IaaS) solutions to over 500,000 customers worldwide. NetNation has emerged as one of the largest cloud hosting and Infrastructure-as-a-Service providers in the world due to the company’s expertise in developing secure, multi-tenant hosting environments and is committed to providing SMB's and large enterprises with cost effective business solutions. NetNation’s core products include Managed Hosting, Cloud Hosting, Web Hosting, Email, and Applications.
POSITION PURPOSE:
Provide world class technical support to NetNation customers, exceeding customer expectations in a considerate and efficient manner.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:
- High Level problem resolution via email, phone or chat support (where necessary) regarding all of NetNation's Web & Apps products lines, including but not limited to Web Hosting, MS Exchange, VPS, DNR, Office 365, Email and Collaboration.
- Serves as an escalation point for L1 and responsible for taking ownership of all escalated cases. Responsible for seeing all assigned escalations from start to resolution.
- Communicate with customers over phone email and live chat to determine root cause of issues and provide recommendations and direction for successful resolution.
- Communicate with other internal departments including but not limited to: Sales, DevOps and systems administration.
- Expected to resolve the majority of their customer contacts without additional assistance.
- Responsible for reporting issues affecting multiple customers to management, with follow-through to ensure customer satisfaction.
- Document and track all inbound and outbound customer contacts. Follow established protocols, procedures, and policies to meet arranged service level agreements.
- Support and demonstrate commitment to quality principles and metrics.
- Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the company.
- Maintain up-to-date knowledge of products and/or services, as well as help desk policies and procedures.
- Maintain professionalism and refrain from emotional reactions and comments related to daily workflow. Work efficiently in a team and approach constructive criticism professionally.
- Eliminate customer confusion or frustration using empathy and consideration to reach amicable solutions.
- Flexibility in working hours. Might be required to work some holidays, weekend days, and overnights.
- Must be able to follow written and verbal instruction.
- Perform other duties as assigned
DESIRED MINIMUM QUALIFICATIONS:
- 2 years’ experience in a technical support representative or equivalent role
- Familiarity with the following products and Technologies: MS Exchange, VPS, Domain name registration, Office 365, Web and Email hosting.
- Must have a high school diploma or equivalent.
- Must be flexible in terms of shifts. May be required to work some holidays, weekend days, and overnights.
- Familiarity with the following: FTP, SSH, PHP, MySQL, MSSQL, Apache, and IIS
- Familiarity with Web applications such as Magento, WordPress, Joomla, Cpanel, Plesk etc.
- Must be well organized and detail-oriented and have excellent interpersonal skills.
- Preferred, one year call center experience in a technical support or customer service role
- Proficient knowledge in a Windows and / or Mac based environment combined with working knowledge of Internet technology and web hosting.
- Experience with Odin/ Parallels automation a plus
NetNation offers a competitive salary and benefits including Unlimited Time Off, Medical, Dental, retirement plan, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! NetNation is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation or any other classification protected by Federal, State or local law.
48000.00 To 55000.00 (CAD) Annually
