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Technical Support Manager

THIS IS WHO YOU ARE…

You will become the last line of defense in the battle for exceptional customer experience at the 24/7/365 helpdesk, organizing the troops and putting out fires!

Ideally, you have experienced terrible web hosting customer service and have vowed that will never happen on your watch!

You are responsible for ensuring that our customers have excellent customer service by doing what you do every day -> exceeding customer expectations.

 

WHAT DO WE NEED FROM YOU? Well, you should be customer focused, great under pressure, and ready to engage a problem with your superior analytic skills. Can you do several things at a time with amazing efficiency? Good! If you are a super ninja with web hosting applications and platforms -> we need to talk.

MORE ABOUT THE POSITION. These will be your primary responsibilities in your daily goal to fight bad web hosting:

  • Work to ensure that all of our customers support needs are met by managing our 24/7/365 support department.
  • Review, develop and implement new policies and procedures to maintain and increase productivity and workflow.
  • Assess employee performance on a continual basis and at set intervals.
  • Work with any employees failing to meet performance criteria.
  • Recommend changes to products or services to fulfill customer needs.
  • Maintain and adjust staffing schedules based on work load and project demands.
  • Analyze and identify areas of improvement.
  • Scout and hire new talent to expand the continually growing support department.
  • Create training material for new hires, as well as continuing education presentations for existing staff to ensure customers are receiving adequate support while technology continually improves and changes.
  • Handle any supervisory needs that may arise during the management aspect of the department.

 

Requirements:

  • 5 years minimum of technical or customer service management experience.
  • Highly Proficient in Linux administration, specifically with cPanel related installs. We are firm believers that you must know how to do the jobs that are under your management.
  • Excellent written and verbal communication skills.
  • Must be assertive, organized and punctual.
  • Required to be self motivated, directed and independent.

 

Top candidates:

  • The ability to continue to evaluate situations and react appropriately under stress.
  • Understand the importance of maintaining the highest levels of quality in support.
  • Experience with OpenVZ and KVM hypervisors
  • Experience with CentOS/Fedora/RHEL

 

WHY IS KNOWNHOST THE RIGHT FIT FOR YOU? We are seeking extraordinary people in a world of mediocrity. You must live and breathe web hosting. To attract and retain top level talent, we are prepared to treat you like a VIP.

With plush benefits, paid vacation time, on the job training, and competitive pay, we believe that KnownHost can be your next home away from home. Here is how we let you know that you are valued on our red carpet:

  • Salary position,  rate TBD
  • Comprehensive health, dental, and vision insurance plans
  • Flexible scheduling, including up to 20 days of paid time off.
  • Frequent catered lunches
  • Filtered water machines
  • Royal Cup coffee and teas
  • Slushies (seriously!)

A variety of other perks and benefits, including free web hosting, company paid outings, and more.

All our positions are full-time employment, so we expect KnownHost to be your only hosting related job.

All you should do is know your field from every position, pass the background/ drug test, and let us do the rest!

 

Apply today and let us get to know you!

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