1&1 Internet, INC Chesterbrook, PA, United States
Aug 02, 2017Full time
Other: Technical Support SERVER SUPPORT REPRESENTATIVE Location: Chesterbrook, PA Exempt/Non-Exempt: Non-Exempt Benefits: Benefits eligible Employment Type: Full Time Description: *** SERVER SUPPORT REPRESENTATIVE *** We expect you to have basic computer and internet skills, and we will train on our company's products. 1&1 Internet, Inc. is a subsidiary of United Internet—a profitable, publicly held German company with a market cap of over $8 billion. 1&1 Internet’s North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 Internet is known for its comprehensive and affordable Internet products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting edge technology, 1&1 offers users every available resource to easily and affordably create and maintain an optimal online presence. Founded in 1988, 1&1 Internet is a global leader among web hosting providers. Internationally, 1&1 maintains more than 13 million customer contracts with both consumer and business users and the 1&1 group manages over of 19 million domain name worldwide. It also operates 5 highly-secure, green data centers housing more than 70,000 servers. 1&1 has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, 1&1 has become one of the premiere web hosting companies serving the US market; making it one of the country’s top 5 web hosting companies. In September 2008, 1&1 opened a state of the art 55,000 square foot data center in Lenexa, Kansas. Delight our customers by providing technical support for 1&1's root server customers over phone and email. Employee will also be required to answer escalations from first level support on shared hosting products. Duties: Provide technical support and customer service to our customers Understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP Understanding of web hosting software such as IIS and Apache Ability to communicate technical processes clearly Great customer service attitude Ability to create a personalized service and rapport with customers Establish and maintain both customer trust and satisfaction Strong desire to investigate and solve problems Proactive support approach that goes beyond the nature of initial contact Able to identify customer needs and recommend solutions Able to identify issues that require escalation Able to self-manage and handle all customer concerns in your personal queue Minimum experience or requirements: High school diploma or equivalent At least one year of prior work experience, which would include web hosting, desktop support, web programming or network/system administration. In lieu of experience, the candidate should display an interest in the web hosting field and/or computer technology so that their skills can adapt to the work environment. Strong spoken and written communication skills Understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP Understanding of web hosting software such as IIS and Apache Ability to communicate technical processes clearly Great customer service attitude Willing to learn and adapt to new technologies in a changing environment Team player Should have a proactive approach to upselling products and services after evaluating the customer’s needs. Should be confident enough to promote and sell packages to existing customers, and help reach sales goals for the department Preferred (but not required) Skills: Finished or pursuing a computer science degree. Skills in the web hosting environment Strong understanding of web server software IIS/Apache Web programming, including PHP, ASP, ASP.NET, MySQL and MSSQL experience 1&1 is an Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.