Technical Support Representative I

COMPANY OVERVIEW:

NetNation is a leading provider of white-label web service solutions for small business service providers across North America, allowing brands to expand their solutions portfolio, get new products to market faster, and increase their average revenue per customer. In addition to our white-label web service offerings, we manage a family of retail brands, including Yola, collectively serving millions of small business end users worldwide. We are first and foremost a service company, enabled by technology. We believe that service is the core to creating a vibrant, “built-to-last”, organization.

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 NetNation’s 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 company.
• Eliminate 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.
• Perform other duties as assigned.

DESIRED MINIMUM QUALIFICATIONS:

• Must be able to follow written and verbal instruction.
• Must be available to work flexible shifts that include day, night and weekend hours.
• Must have a high school diploma or equivalent.
• 1-2 years of 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 written.