Technical Support Specialist
Technical Support | Austin, TX | Full Time
We are on the brink of something big…Do you want to be a part of a dynamic team of individuals providing some of the most exciting technology in the industry?
We offer a fun, employee-driven company culture with a casual work environment that hires only the best of the best!
Codero Hosting is a provider of Dedicated, Managed, and Cloud Hosting services. Codero offers a fun, challenging, and rewarding working environment and the opportunity to work with world-class talent to help you build a world-class career.If you love technology and love making customers smile, then come join us at Codero! You will be part of a dynamic group working every day to provide each of our customers a fabulous hosting experience and to turn each one into a raving Codero advocate!
Technical Customer Support Specialist Levels 2 & 3
Type of Position: Technical Customer Service; Location: Austin, TX; Compensation: Hourly Plus Commission
Minimum 3-4 years of Linux or Windows systems administration or hands-on experience is a must.
Self-starter with software, Web 2.0 technical support experience.
Proven ability to lead colleagues and cross-functional technical teams.
Superior technical expertise and work ethic.
Superior understanding of Linux-based operating systems and Windows servers.
Advanced understanding of internet networking connectivity technologies including firewalls, tcp, dns, dhcp, ssl, and load balancing.
Strong understanding of most basic system administration tools and procedures; for example, BASH, MySQL, MsSQL, IIS, Apache, ProFTPd, Plesk, cPanel, and web control panels and ability to use backup programs, verify disk integrity, and maintain system files (groups, hosts, aliases).
Perform preventive maintenance on servers.
Troubleshoot, analyze, and resolve causes of difficult server performance problems.
Review server error and audit logs and perform system backups/restores.
Gather necessary data for issue replication, problem determination and/or escalation.
System administration experience and development experience, as well as ESXi, AWS and Microsoft Azure experience highly desirable.
CUSTOMER SERVICE EXPERIENCE / REQUIREMENTS
Excellent people skills.
Proven ability to clearly and effectively interact and communicate with customers in a friendly and personable manner via multiple channels (chat, phone, email).
Research, resolve, and respond to customer questions and callbacks (via chat, phone and email) in a timely manner and in accordance with established standards, policies, procedures and service level agreements.
Use interactive tools including chat, forums, email, monitoring and other web based social media to exceed customer expectations.
Acquire and maintain current knowledge of relevant product offerings and support policies to provide technically accurate solutions to customers.
Provide creative solutions to customer problems to ensure customer productivity.
When appropriate, escalate issues to appropriate individuals based on established guidelines and procedures.
Ability to exercise judgment using procedures and practices to determine the appropriate course of action.
Attend training sessions and lead training workshops. Participate in cross/team projects that enhance the quality or efficiency of the Customer Support group.
Be part of a team, with best in breed cost structure, operations, and execution quality.
Passionate about customers and helping them reach their goals.
Desire and ability to provide an outstanding customer experience and go the extra mile in everything you do.
CODERO IS AN EQUAL OPPORTUNITY EMPLOYER