Web Hosting Customer Experience Specialist

Job Description

Job Ttitle: Web Hosting Customer Experience Specialist

Company: A2 Hosting


Description: A2 Hosting is currently looking for an experienced and passionate Customer Experience Specialist to join our dynamic and fully remote Support department! This position is technical in nature and previous web hosting experience is required for this position.The Customer Experience Specialist is a highly skilled customer-service expert, responsible for creating a seamless onboarding experience for potential and new customers by answering questions, providing recommendations, and assisting with technical account set ups.In this role, from the comfort of your own home, you will play a crucial role in ensuring that A2 Hosting is a continued leader in customer-focused web hosting services.Available Shift

• Monday – Friday, 8:00 AM – 4:30 PM EST

Key Responsibilities

• Act as first point of communication for our clients, providing consistently outstanding customer support via email ticketing, live chat, and over the phone
• Utilize inbound sales strategies to educate current and potential clients about A2 Hosting product offerings, providing recommendations for services and products as it would benefit the customer’s needs
• Assist clients with technical components during account setup, including but not limited to:

• submitting migration requests
• setting up domains and SSL certificates
• assisting with email account set ups
• Collaborate with internal teams to ensure a seamless onboarding experience for the customers

Experience you have:

• 4+ years of experience in providing an exceptional customer experience in technical support required, preferably in web hosting
• 4+ years of experience in delivering support across multiple channels, including email ticketing, live chat, and phone
• 4+ years experience working directly with web hosting technology, including Content Management Systems, LAMP, SSH, etc.
• Experience in a sales-focused role strongly preferred
• Expert ability to read, write, and speak effectively in English through ALL utilized channels (email tickets, live chat, and phone)
• Experience using different Content Management Systems (such as but not limited to WordPress, Joomla, Drupal & Prestashop) required
• Experience working with WHMCS and WP-CLI a plus
• Experience in a remote work environment strongly preferred
• cPanel Certified Partner Accreditation (CPCP) a plus

Requirements for Internal Candidates

• 2+ years of tenure at A2 Hosting, with a minimum of 6 months in your current role
• A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
• Strong knowledge of the different A2 Hosting products with experience utilizing our internal support department tools

Who you are:

• Strongly customer aligned- you engage clients with professionalism and empathy at all times
• Solutions oriented with strong problem solving skills- You LOVE troubleshooting, diagnosing, and resolving problems
• Organized and agile – You thrive in fast-paced tech support environments where you are frequently multitasking
• Team focused- You enjoy working with peers to collaborate, communicate, and problem solve
• Tech savvy and Curious- The ever-changing world of technology is exciting to you and you are eager to learn and explore new skills

Research shows that women and people from under-represented groups often apply to jobs ONLY IF they meet all of the qualifications. However, no one ever meets 100% of the qualifications, nor should they. A2 Hosting focuses on hiring people, not just skill sets, and encourages you to apply, even without meeting every qualification. We look forward to your application.A note on the location:
Aside from our data center team, A2 Hosting is a fully remote organization with a globally distributed workforce. With that, there is a lot of flexibility on where our team members can work, although there may be position specific limitations or requirements for the role.Additionally, since each state in the US operates as an independent entity, companies must have business licensing to hire in each state. Because of that, A2 Hosting is not able to hire in all states. At this time, we are licensed to hire in the following states: AR, AZ, FL, GA, IN, KY, MD, MI, NC, OH, OK, PA, SD, TX, UT, VA, VT, and WI.US-based candidates who do not reside in one of the above states are unable to be considered for employment at A2 Hosting.Why Work for A2 Hosting:A2 Hosting provides a collaborative and team-focused work environment with a focus on training and development for all of our team members. We strive to promote from within, provide growth opportunities, and encourage our team members to embrace the curious and passionate core values that drive us forward. Additional benefits, based on location, are below:Benefits for ALL Team Members, regardless of location:

• Generous amount of Paid Time Off (PTO) hours, available DAY 1!
• The ability to work from home; positions are 100% remote (aside from our data center team)
• Paid parental leave
• Free hosting services (we want our team to see why we’re the best!)

US Specific Benefits (for US based team members only):

• Subsidized health insurance – A2 Hosting pays a substantial portion of insurance costs for our team members
• Low-cost, high coverage dental and vision insurance options
• Company-matching 401(k) plans (Traditional and Roth available)
• Company-sponsored life and disability insurances

About A2 Hosting:In 2001, our CEO, Bryan Muthig, started A2 Hosting from a two-room office in Ann Arbor, Michigan. With a mission to help the world succeed online, he wanted to make it easier for people to thrive on the internet. Fast forward to over two decades later, Muthig has used his passion and strong technical background to build a globally recognized web hosting company, with data centers all over the world. Even with this growth, A2 Hosting hasn’t strayed far from our roots. Today, with almost 200 passionate team members around the globe, we use our knowledge, skills, and resources to help our clients bring their digital visions to life every day.Continuously driven by our core values, we focus on creating world-class customer service interactions for new and current clients, regardless of their technical expertise. That passion, paired with continuous curiosity and desire to provide fast, user-friendly service, is the reason we have been successful for the last 20 years. Ready to bring your passion to the team? Apply now, we look forward to speaking with you.FOR US-BASED CANDIDATES: A2 Hosting is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.Powered by JazzHR

Salary:

Location: Ann Arbor, MI

Date: Wed, 25 Dec 2024 07:10:30 GMT


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