Technical Support Operator

Role Overview

Technical Support Operator for a 24/7/365 web hosting help desk. You'll be the front line of customer support, responsible for exceeding customer expectations and ensuring excellent service delivery.

Primary Responsibilities

• Provide customer support via 24/7 helpdesk (primarily email, occasional live chat and phone)
• Troubleshoot email delivery issues
• Troubleshoot cPanel, Plesk, and DirectAdmin related issues
• Troubleshoot DNS, FTP, SSL, Apache, and other service-related issues
• Ensure customer satisfaction and resolve issues efficiently

Required Qualifications

• Expert Linux knowledge (shell/bash)
• Proficiency with at least one control panel: cPanel/WHM, Plesk, or DirectAdmin
• Strong knowledge of: Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and standard web hosting applications
• Excellent written English
• Customer-focused mindset with willingness to go above and beyond
• Ability to work under pressure and multi-task efficiently
• Strong problem-solving and analytical skills
• Able to elicit complete information from customers and derive context from insufficient details

Nice-to-Have Skills

• Knowledge of PHP, Python, Perl, or Ruby on Rails
• Experience with iptables firewalls (CSF, APF, etc.)
• Familiarity with common website applications (WordPress, Drupal, Magento, ZenCart, MediaWiki, etc.)
• MySQL support/troubleshooting skills (database import/export, SELECT statements, SHOW PROCESSLIST)

Benefits

• Competitive pay: $14-$20/hour (depending on experience)
• Comprehensive health, dental, and vision insurance (US only)
• Flexible scheduling
• Paid vacation benefits
• Additional perks and benefits
• Full-time employment only