Incident Management Technician

Basic Description: Incident Management Technician (IMT) are the front line support staff for our customers. IMT’s 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. IMT’s will have the most verbal contact with customers and will be the voice that our customers will associate with Hosting. It is important that IMT’s maintain a friendly and courteous personality while at the same time keep phone calls as short in length as possible. It is important that IMT’s also create complete comprehensive phone tickets that are easily understood. The tickets IMT’s create are the road map for the rest of support. When not on the phone or in a chat, IMT’s will work support tickets to resolve technical issues, or document the need for escalation. IMT will be responsible for taking and processing upgrades, new server requests, replacement server builds that fall into the express provisioning realm.

Responsibilities:

  • Create comprehensive tickets documenting client issues
  • Assist clients in resolving client side issues; when issue can not be resolved by IMT, 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
  • Process Cancellation Requests
  • Process requests for compliance reports
  • Assist clients with the following technical tasks:
    • Setting permissions
    • Resetting passwords (FTP, FrontPage, Email, Stats, SQL)
    • Client side email configuration
    • Client side FTP configuration
    • Control Panel
    • Domain 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 internal tools (for example, the Billing Program, Customer Portal, Service Cloud)
  • Excellent customer service focus
  • Experience with Linux and Windows Operating systems
  • Strong Troubleshooting skills
Department: Status: Full Time
Location: Newark, DE Shift: As Business Needs Require

 

 

 

Hosting.com 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 or please contact Human Resources.

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