PLEASE NOTE: Shift & Schedule Details:This role follows an evening shift schedule, working 12 PM 9 PM PST as part of our 'follow the sun' support model. The schedule includes shifts of either Tuesday to Saturday or Sunday to Thursday, guaranteeing a consistent two-day weekend (Sunday/Monday or Friday/Saturday). Your assigned shift will remain stable.Hybrid Work Arrangement:This position requires a hybrid work setup, with at least 1-2 in-office days per week (typically Wednesdays) at our Vancouver location. During training, expect full-time in-office attendance (5 days/week). Once training is complete, you will transition to the hybrid model.---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 companys expertise in developing secure, multi-tenant hosting environments and is committed to providing SMB's and large enterprises with cost effective business solutions. NetNations core products include Managed Hosting, Cloud Hosting, Web Hosting and Email and Applications.POSITION PURPOSE: Provide world class technical support to NetNation Web Hosting customers, exceeding customer expectations in a considerate and efficient manner.ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:Responsible for working with customers to answer technical questions regarding Web hosting and Internet applications and services.Communicate with customers via phone, email or chat to determine root cause of issues and provide recommendations and direction for successful resolution.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 on NetNations proprietary system.Support and demonstrate commitment to quality principles and metrics.Demonstrate adequate and up-to-date knowledge in all commonly used Standard Operating Procedures and troubleshooting practices.Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the companyEliminate customer confusion or frustration using empathy and consideration to reach amicable solutions.Maintain professionalism and refrain from emotional reactions and comments related to daily workflow. Work efficiently in a team and approach constructive criticism professionally.Take ownership of customer concerns and issues and ensure timely resolution.Must be able to follow written and verbal instruction.Must be available to work flexible shifts that include day, night and weekend hours.Perform other duties as assigned.DESIRED MINIMUM QUALIFICATIONS:Must have a high school diploma or equivalent.One to Two years Call Center experience preferred.Working knowledge in a Windows and / or Mac based environment. Basic UNIX and / or Linux are preferred, not required.Experience using HTML editors, FTP clients, Web Browsers and Email clients will be greatly beneficial.Ability to troubleshoot email programs, such as but not limited to Outlook, MAC Mail and Windows Mail.Ability to effectively communicate technical issues in a clear and concise manner, both over the phone and through email.Must be well organized and detail-oriented and have excellent interpersonal skills.Must be fluent in the English language both verbally and writtenNetNation offers a competitive salary and benefits including Unlimited Paid 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.
Job Title
Technical Support Representative - Level 1 (Second Shift)