If you are interested this position, please send your resume to csteger@hostopia.com.
Hostopia is a leading provider of web services that enable small- and medium-sized businesses to establish and maintain an Internet presence. The company's customers are communication services providers, including telecommunication carriers, cable companies, Internet service providers, domain registrars, and web hosting service providers. Hostopia's customers purchase their web services on a wholesale basis and resell these services under their own brands to small- and medium-sized businesses. The company provides customers with the technology, infrastructure, and support services to enable them to offer web services, while saving them research & development as well as capital and operating costs typically associated with the design, development, and delivery of web services. For more information, visit www.hostopia.com.
Use your skills, experience and talents in the role of Technical Support Tier 1 Agent. We are seeking an organized and friendly Inbound Call Center representative for our Miramichi location. As an agent, you’ll be working with our partners through phone, email and ticket support. You’ll follow fixed troubleshooting steps to isolate issues and document for Tier 2 and/or technology support to resolve customer issues. This is a great opportunity to work in a fast-paced environment with leading technology in the industry. You’ll have an opportunity to work with advanced technology and learn about the web-hosting and online service space.
Accountabilities:
- Receive and respond to phone, email, and chat web-based inquires for partners and customers in the web, domain and hosting industry.
- Provide strong customer focus, ability to understand and prioritize customer needs
- Support and maintain an above average 80% service level by supporting partners through phone, email, chat and ticket support
- Follows policies, procedures and escalation paths of the call center
Required:
- Self-motivated with good ability to work in a team environment
- Demonstrated ability to manage multiple tasks simultaneously and complete work within allocated time frames
- 3-5 years professional experience preferred
- Strong understanding of web design, hosting and domain services terminology. Strong understanding of networking and internet protocol
- Excellent written and oral communication skills; ability to communicate with individuals at various levels in the organization
- High attention to detail with good organizational skills; ability to deal with a fast paced call center environment
- Logical/technical mindset and problem solving skills that enable understanding of processes, an ability to work within and around the processes and understand, identify and resolve problems in the process
- Strong PC skills with experience in Microsoft Windows and Microsoft Office
