Web Solutions Executive

About the role

The Web Solutions Executive is an entry-level position that supports Dedicated, VPS, and Cloud Hosting clients via phone, support ticket, and chat platforms on various technical issues. Varying shifts available.

• Answers Help Desk tickets and LiveChat inquiries as a secondary responsibility.
• Escalates or flags tickets and calls to Level II, III, or Supervisor when necessary.
• Utilizes Level I security access to the Account Management System (Pavo) to assist customers.
• Monitors servers, including booting a machine when necessary.
• Responds to server alerts as per instructions from supervisory staff.
• Responsible for server stability.
• Transfers accounts between servers when necessary for load balancing or account upgrades.
• Document all answered call and help desk tickets accordingly
• Respond to voicemails left by dedicated customers
• Provide phone support for Dedicated, VPS, and Cloud Hosting Reseller clients
• Continues development of Lunarpages and systems knowledge to more effectively answer calls.
• Performs miscellaneous job-related duties as assigned.

What we’re looking for

• Knowledge of customer service principles, techniques, systems, and standards
• Ability to work well with the public via phone, support ticket and chat
• Ability to work in a team environment
• Knowledge and understanding of operating principles, practices, and procedures within area of business specialty
• Knowledge of Linux required
• Knowledge of SSH required
• Previous server administration a plus.
• Knowledge of relational databases including a database query language
• Understanding of HTML, PHP or other scripting languages
• Understanding of ASP/JSP helpful
• Skilled in the use of personal computers and related software applications
• Familiar to Hosting products and services
• Internet and computer skills to include but limited to:
• General knowledge of the Internet including surfing and how to search keywords using search engines such as Google
• Operating Systems
• Email configuration settings for Outlook, MacMail, Thunderbird, smartphone devices and other common email clients
• General knowledge of HTML Editors
• Ability to use an HTML editor a plus
• Knowledge and ability to use Internet Browsers such as Chrome, Firefox, Opera, Safari and Internet Explorer
• MS Office Applications: Word, Excel, Outlook
• Web forums, blogs or bulletin boards
• Familiarity with cPanel, LPCP, Plesk or other web hosting tools
• Familiarity with file transfer via the Internet (FTP/SFTP)
• Familiarity with DNS troubleshooting
• Familiarity with how to migrate a website and/or scripts
• Familiarity with Protocols (HTTP, FTP, SSH, SSL, MySQL, POP3, IMAP, SMTP)
• Ability to work productively and efficiently to meet deadlines and quotas