Technical Support Specialist - Web Hosting Service Division

About ALTTRIX CLOUD:

Our company's growth can be attributed to the exceptional technical expertise, experience and constant determination by the company's co-founders and team members who have become shareholders. We have established the industry's premier customer service team and consistently strive to provide faster service than our competitors.

Our services and solutions are designed with user-friendliness in mind, catering to both beginners starting a website and experienced developers. Whether you're running a small venture or a large business, we have comprehensive solutions to meet your needs. Whether your hosting requirements involve Linux, Windows, Joomla, WordPress, Drupal, or anything in between, we have you covered. Ultimately, we are passionate about what we do and thoroughly enjoy collaborating with users like yourself!



Below is the top list of responsibilities for this remote position, however it is not limited to. The top daily responsibilities are:

1. As a part of a growing specialized team, the Advanced Support Specialist will contribute to the migration of existing customers to updated servers.
2. Working alongside dedicated professionals and leaders, the Advanced Support Specialist will play a crucial role in establishing A2 Hosting as a leading provider of customer-centric web hosting services.
3. Work collaboratively with project managers and colleagues to successfully finalize customer migrations as per the project schedule.
4. Deliver exceptional customer service to both new and existing customers throughout the entire migration process.
5. Foster continuous communication with customers and team members during migrations, actively addressing any obstacles and resolving issues promptly.
6. Employ bash and customized tooling to create scripts that optimize the efficiency of both current and new processes.
7. Ensure the success of the team by providing assistance as necessary in the general support queue, as well as handling more advanced job responsibilities as demand dictates.
8. Uphold consistent and dependable attendance in accordance with company and department policies, contributing to the maintenance of adequate staffing levels.
9. Provide courteous and exceptional customer resolving techniques where by it will increase your customer satisfaction scorecard.

The following qualifications are required:

1. The web hosting industry requires a minimum of 3 years of relevant customer service experience.
2. In addition to experience and understanding of website migration, advanced professional knowledge of MySQL, Apache, PHP, WHMCS, and Linux CLI is required.
3. Effective English language proficiency in reading, writing, and speaking is necessary to communicate technical and potentially complex concepts to clients and team members.
4. A strong customer-focused mindset is essential, with the ability to adapt to various and potentially complex situations.
5. Proficiency with computers and the ability to quickly learn new software is required.
6. The candidate should possess strong analytical and problem-solving skills with a focus on finding solutions.
7. Effective time management skills, including multitasking and prioritization, are essential.
8. A minimum tenure of 6 months in the current role is required.
9. A Quality Assurance score of 90% or higher is expected.
10. A sustained productivity score of completing 4 or more items per hour is required.
11. Consistent and reliable attendance is essential.
12. Willingness to take related technical courses to further enhance knowledge base of position.

Why Choose ALTTRIX CLOUD as Your Workplace:
At ALTTRIX CLOUD, we prioritize the growth and development of our team members and believe in promoting from within. We provide comprehensive technical training to all new team members, which will greatly contribute to your success in your role. Here are some of the benefits we offer:

1. We offer subsidized health insurance, along with dental and vision coverage (available for US team members).
2. Paid parental leave is provided to support team members during important family moments.
3. We have a company-matching 401k program, for US team members to save for their retirement, whether in a traditional or ROTH account.
4. For Foreign workers, we offer attractive compensation packages to accommodate Health and Medical Assistance, and Retirement based on length of time with the company.
5. Our team members receive a generous Paid Time Off (PTO) bank, which can be used for vacations, holidays, and sick time.
6. US team members are eligible for company-sponsored life and disability insurance coverage.
7. We provide the flexibility to work from the comfort of your own home, as this position is 100% remote.

Originally posted on Himalayas