Customer Support Specialist, Full-Time

Position Overview

Title: Customer Support Specialist

Job Type: Full-time (40 hours/week)

Shift: TBD based on candidate, may include nights and weekends

Salary: $60k to 70k

Work Location: Fully Remote; must reside in the United States.

Position Summary

We are seeking a dedicated and detail-oriented Customer Support Specialist to join our team. As a Customer Support Specialist, you will be at the forefront of ensuring our customers' technical needs are met promptly and effectively. You'll play a vital role in maintaining high levels of customer satisfaction through exceptional support, efficient issue resolution, and continuous improvement of our services in a highly collaborative environment across our Sales, Support, Instructional Technology and Infrastructure teams. Our ideal candidate exhibits a working style characterized by adaptability, collaboration, and a strong commitment to achieving both individual and team goals.

This position should be highly motivated to learn about new technologies, stay on top of industry trends, and constantly on the lookout for ways to better themselves and their team. This role will provide opportunities to expand skills in container-based infrastructure, software/security improvements, cPanel administration, customer support, and more.

Job Duties & Responsibilities

• Receive customer support requests, assess issue type and group assignment, and appropriately document information about the problem in Zendesk tickets
• Assist Higher Ed Project Administrators on support inquiries within defined Service Level Agreement (SLA) timelines
• Troubleshoot advanced technical issues alongside the Reclaim Hosting support team and respond with timely, accurate, and friendly responses to customer inquiries
• Coordinate with Infrastructure team via internal Work Requests to troubleshoot escalated issues and notify customers when an incident is resolved or request fulfilled
• Monitor server activity and report outages as appropriate to internal team and public announcement channels
• Troubleshoot and train on common cPanel functions and popular, open-source applications like WordPress, Omeka, and Drupal
• Troubleshoot and sharpen skills in Reclaim Hosting’s container-based infrastructure, Reclaim Cloud, Docker, and other 1-click application installers running thereon
• Contribute to writing and reviewing internal and public documentation articles for Reclaim Hosting’s Support Knowledge Base

Qualifications

• Bachelor's degree, technical certifications, or equivalent relevant experience supported by resume
• 2+ years of customer support/service experience and knowledge of best practices
• 2+ years of professional experience with cPanel and applications like WordPress, Drupal, or Omeka
• 2+ years of experience with Docker and container-based web hosting
• 1+ years of experience with one or more of the following: WHMCS, WHM, DNS Troubleshooting, FTP, Apache, and/or PHP and other scripting languages
• Extensive knowledge in TCP/IP, Subnetting, DNS and how the Internet works

Preferred Qualifications

• Knowledge of online help software (Zendesk) and Google Workspace software.
• Experience working with Higher Ed faculty, staff, and students

Working Style

• Comfortable working with people, and must be able to resolve and translate both technical and non-technical concepts to new learners.
• Able to take ownership of issues and ensure timely and thorough resolution of issues to the customers satisfaction
• Exceptional attitude, punctual, responsive, and able to deal with uncertainty in an extremely high-paced, virtual environment
• Excellent communication, organization, and teamwork skills. Not afraid to ask questions, share ideas, or collaborate with others
• Strong interest in learning new technology and applications.

Position Benefits

Reclaim Hosting is highly focused on creating a welcoming and healthy company culture that all of our team members can enjoy and benefit from. We want Reclaim to be a space where good work is acknowledged, and where folks have the room and flexibility to learn & grow. All full time employees receive:

• Generous vacation time, sick leave, company holidays, and other protected absences
• Health Insurance (medical, vision, dental) & Life Insurance
• Retirement: 401K with 3% Employer Matching Contributions
• $500/year in Professional Development Funds to put towards learning materials, courses, trainings, events, etc.
• Flexibility to work entirely from home (U.S. based)
• “Getting Started” funds for your home office, including a company laptop.
• Ability to grow within an evolving company.

Job Type: Full-time

Pay: $60,000.00 - $70,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Work setting:

• Remote

Application Question(s):

• Why are you interested in working as a Customer Support Specialist at Reclaim Hosting? Please explain in 3-5 sentences.

Experience:

• Docker: 2 years (Preferred)
• Cloud infrastructure: 2 years (Preferred)
• Zendesk: 2 years (Preferred)
• WordPress: 2 years (Required)
• cPanel: 2 years (Required)
• DNS: 1 year (Required)
• WHMCS/WHM: 1 year (Required)
• Customer support: 2 years (Preferred)

Work Location: Remote