Support Representative I – DE, KY

Support Representatives (SR) are the front line support staff for our customers. SRs are responsible for answering general questions and troubleshooting basic technical support issues, some of which can be performed by the customer through the customer portal. SRs will have the most verbal contact with customers and will be the voice that our customers will associate with Hosting. It is important that SRs maintain a friendly and courteous personality while at the same time keep phone calls as short in length as possible. It is important that SRs also create complete comprehensive phone tickets that are easily understood. The tickets SRs create are the road map for the rest of support. When not on the phone or in a chat, SRs will work support tickets to resolve technical issues, or document the need for escalation. SR will be responsible for taking and processing upgrades, new server requests, replacement server builds that fall into the express provisioning realm.

Create comprehensive tickets documenting client issues
Assist clients in resolving client side issues; when issue can not be resolved by SR, escalate the issue to a senior support staff member
Maintain excellent phone/email/live chat rapport with customers while gathering concise information and limiting overall call time
Maintain knowledge of all proprietary tools and systems to ensure proper handing of customer issues
Adeptly utilize resources both within and outside Hosting to resolve issues
Assist clients with the following technical tasks:
Setting permissions
Resetting passwords (FTP, FrontPage, Email, Stats, SQL)
Client side email configuration
Client side FTP configuration
FrontPage extensions
Control Panel
Domain and Hosting Renewals
DNS transfer
Registrar transfer
Domain name pointer
New Domain name registration
Setting up new servers
Processing express orders
Must deliver an exceptional customer experience every day
Work all other queues as assigned
Assist in other tasks as assigned

Qualifications / Required Skills:

Excellent verbal and written communication skills
Strong interpersonal skills
Strong organizational skills
Knowledge of all proprietary tools (for example, the Billing Program, Customer Portal, Rightnow)
Excellent customer service focus

Department: Centralized Support Status: Full Time
Location: Newark, DE Louisville, KY Shift: As Business Needs Require is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA) All qualified applicants will receive equal consideration for employment without regard to race, color, national origin, religion, sex, marital status, sexual orientation, gender identity, age, physical or mental disability, covered veteran status and any other characteristics protected under federal, state or local law. Women and minorities are encouraged to apply.

Should you require an accommodation to apply for a posted position please contact Human Resources or email


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