Job Purpose

Primarily support IONOS customers with dedicated, root, and VPS server products via phone, email and chat. Additional responsibilities of the position include assisting customers with their domains, email, billing, and account management. Server Support Representatives also sell related products and services based on customer need.

Responsibilities:

• Resolving technical customer issues via phone, email and chat while demonstrating both technical proficiency and effective soft skills.
• Assist customers with setting up and maintaining virtual servers
• Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes
• Recommending and selling the right products and services based on customer's business and personal needs
• Effectively managing self to meet departmental goals (including efficiency, productivity, customer satisfaction and sales/revenue) and resolve incoming workload efficiently

Required Qualifications:

• 1-2 years of customer service experience with an emphasis on technical support
• Strong spoken and written communication skills
• Basic understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
• Basic understanding of web hosting software such as IIS and Apache
• Willing to learn and adapt to new technologies in a changing environment
• High School Diploma or equivalent

Preferred Qualifications:

• Skills in the web hosting environment
• Technical education in networking and IT infrastructure

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time

Disclaimer

This job description has been designed to indicate the general nature and level of work performed by employees within this classification.  It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position.  This job description is subject to change, but remains in effect until superseded in writing by the Company.

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

Job info

Location: Philadelphia
Type: Full-time
Category: Customer Service / Customer Management
Work experience: Professionals
Reference ID: 490