Position: 1 | Location: Bengaluru
The Web Solutions Executive is an entry-level position that supports Dedicated, VPS, and Cloud Hosting clients via phone, support ticket and chat platforms on various technical issues. Varying shifts available.
- Answers Help Desk tickets and LiveChat inquiries as a secondary responsibility.
- Escalates or flags tickets and calls to Level II, III or Supervisor when necessary.
- Utilizes Level I security access to Account Management System (Pavo) to assist customers.
- Monitors servers including booting a machine when necessary.
- Responds to server alerts as per instructions from supervisory staff.
- Responsible for server stability.
- Transfers accounts between servers when necessary for load balancing or account upgrades.
- Document all answered call and help desk tickets accordingly
- Respond to voicemails left by dedicated customers
- Provide phone support for Dedicated, VPS, and Cloud Hosting Reseller clients
- Continues development of Lunarpages and systems knowledge to more effectively answer calls.
- Performs miscellaneous job-related duties as assigned.
- Ability to communicate effectively, both orally and in writing
- Punctuality
- Knowledge of customer service principles, techniques, systems, and standards
- Ability to work well with the public via phone, support ticket and chat
- Ability to work in a team environment
- Knowledge and understanding of operating principles, practices, and procedures within area of business specialty
- Knowledge of Linux required
- Knowledge of SSH required
- Previous server administration a plus.
- Knowledge of relational databases including a database query language
- Understanding of HTML, PHP or other scripting languages
- Understanding of ASP/JSP helpful
- Skilled in the use of personal computers and related software applications
- Ability to work productively and efficiently to meet deadlines and quotas
- Analytical skills
- Ability to work in a team environment
- Familiar to Hosting products and services
- Internet and computer skills to include but limited to:
- General knowledge of the Internet including surfing and how to search keywords using search engines such as Google
- Operating Systems
- Email configuration settings for Outlook, MacMail, Thunderbird, smartphone devices and other common email clients
- General knowledge of HTML Editors
- Ability to use an HTML editor a plus
- Knowledge and ability to use Internet Browsers such as Chrome, Firefox, Opera, Safari and Internet Explorer
- MS Office Applications: Word, Excel, Outlook
- Web forums, blogs or bulletin boards
- Familiarity with cPanel, LPCP, Plesk or other web hosting tools
- Familiarity with file transfer via the Internet (FTP/SFTP)
- Familiarity with DNS troubleshooting
- Familiarity with how to migrate a website and/or scripts
- Familiarity with Protocols (HTTP, FTP, SSH, SSL, MySQL, POP3, IMAP, SMTP)
