Customer Support - Web HostingdotPH

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 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 as necessary, to provide support coverage outside of standard business hours.
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 on 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 for problems and follow through to resolution.
Is able to quickly and efficiently handle web hosting related issues such as DNS, FTP, PHP-based errors, etc.
Benefits
Competitive Salary
Option to work from home
Free Lunch
Flexible working hours
Health card
Paid time off
Government statutory benefits
Workable