Technical Support Operator

About the Role

The day-to-day responsibilities of this role will involve troubleshooting a wide range of technical issues, including email delivery problems, cPanel, Plesk, and DirectAdmin related issues, and DNS, FTP, SSL, Apache, and other service-related issues. You will work closely with the customer support team to ensure that customer issues are resolved efficiently and effectively.

KnownHost is a company that values its employees and is committed to providing a positive and supportive work environment. As a Technical Support Operator, you will be an integral part of the team and will have the opportunity to make a real difference in the lives of customers.

What You Will Do

• Provide customer support via the 24/7 helpdesk, responding to customer inquiries and resolving technical issues in a timely and professional manner
• Troubleshoot email delivery issues, including diagnosing and resolving problems with email clients and servers
• Troubleshoot cPanel, Plesk, and DirectAdmin related issues, including diagnosing and resolving problems with control panels and web hosting applications
• Troubleshoot DNS, FTP, SSL, Apache, and other service-related issues, including diagnosing and resolving problems with domain name systems, file transfer protocols, and web servers
• Ensure customer satisfaction by providing exceptional customer service and support
• Work collaboratively with the customer support team to resolve customer issues and improve the overall customer experience
• Use technical expertise to resolve complex customer issues and provide solutions to customers
• Stay up-to-date with the latest web hosting technologies and trends, including new developments in Linux, Apache, PHP, and MySQL
• Participate in training and professional development opportunities to improve technical skills and knowledge
• Collaborate with other teams, including sales and marketing, to provide input and feedback on customer support issues and trends

What We Are Looking For

• Excellent technical skills, including experience with Linux, Apache, PHP, and MySQL
• Strong customer service skills, including experience working in a customer-facing role and providing exceptional customer support
• Ability to work under pressure and handle multiple customer issues simultaneously
• Excellent written and verbal communication skills, including the ability to communicate complex technical information to non-technical customers
• Experience working with web hosting applications and control panels, including cPanel, Plesk, and DirectAdmin
• Strong analytical and problem-solving skills, including the ability to diagnose and resolve complex technical issues
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities and circumstances
• Experience working with email clients and servers, including troubleshooting email delivery issues
• Knowledge of DNS, FTP, SSL, Apache, and other service-related technologies

Nice to Have

• Experience working with PHP, Python, Perl, and Ruby on Rails
• Knowledge of Iptables firewalls, including CSF and APF
• Experience working with common customer website apps, including Drupal, WordPress, MediaWiki, Magento, and ZenCart
• Knowledge of MySQL commands, including importing and dumping databases, and using SELECT statements and SHOW PROCESSLIST

Benefits and Perks

• Competitive pay between $30,000 and $40,000 per year
• Comprehensive health, dental, and vision insurance plans
• Flexible scheduling and paid vacation benefits
• A variety of other perks and benefits, including opportunities for professional development and growth
• The opportunity to work with a dynamic and supportive team in a positive and collaborative work environment
• The chance to make a real difference in the lives of customers and contribute to the success of the company
• Access to the latest web hosting technologies and trends, including new developments in Linux, Apache, PHP, and MySQL
• A fun and supportive company culture that values employees and recognizes their contributions

• Highlight your technical skills: Make sure to showcase your technical expertise, including your experience with Linux, Apache, PHP, and MySQL, as well as your knowledge of web hosting applications and control panels.
• Emphasize your customer service experience: As a Technical Support Operator, you will be working closely with customers, so be sure to highlight your customer service experience and skills.
• Be prepared to talk about your problem-solving skills: The interviewer will want to know about your ability to diagnose and resolve complex technical issues, so be prepared to provide examples of times when you have done this in the past.
• Show your passion for web hosting: KnownHost is looking for individuals who are passionate about web hosting and customer service, so be sure to show your enthusiasm and interest in the industry.
• Ask about the company culture: KnownHost values its employees and is committed to providing a positive and supportive work environment, so be sure to ask about the company culture and what it's like to work for the company.
• Be prepared to talk about your experience with remote work: As a remote job, the interviewer will want to know about your experience working remotely and your ability to stay motivated and focused in a home office environment.
• Highlight your ability to work under pressure: The Technical Support Operator role can be fast-paced and dynamic, so be sure to highlight your ability to work under pressure and handle multiple customer issues simultaneously.