Job Description

WEB HOSTING TECHNICAL SUPPORT & CUSTOMER SERVICE (SERVER SUPPORT REPRESENTATIVE)

COVID-19 UPDATE: At IONOS, the health and safety of our team members is of the utmost importance. Therefore, we are presently CONTINUING TO HIRE at this time with new team members joining our existing team members who are working remotely at home. We plan on continuing to work from home (including providing world-class training to our new team members) until it is deemed appropriate to return to our offices. We look forward to talking with you soon about the opportunity to join our team.

• Do YOU want to be part of a growing company in a fast-paced, exciting industry?
• Do YOU have excellent customer service and great troubleshooting skills?
• Do YOU have a strong desire to excel and exceed your goals?
• Do YOU want to help others achieve their dreams online?
• Then WE want to meet YOU!

CANDIDATES SHOULD RESIDE WITHIN COMMUTING DISTANCE OF CHESTERBROOK, PA

1&1 IONOS, Inc. is a subsidiary of United Internet'a profitable, publicly held German company with a market cap of over $8 billion. 1&1 IONOS's North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 IONOS 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 IONOS 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.

JOB SUMMARY:

The Server Support Representative primarily supports 1&1 IONOS customers with dedicated, root, and VPS server products via phone, email and chat.Additional responsibilities of the position include assisting customers with their domains, email, billing, and account management. Server Support Representatives also sell related products and services based on customer need. Potential candidates must possess a basic understanding of web hosting concepts. Full product support training is provided.

RESPONSIBILITIES:

• Resolving customer issues via phone, email and chat
• Demonstrating both technical proficiency and effective soft skills in resolving customer issues
• Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes
• Recommending and selling the right products and services based on customer's business and personal needs
• Effectively managing self to meet departmental goals (including efficiency, productivity, customer satisfaction and sales/revenue) and resolve incoming workload efficiently

QUALIFICATIONS:

Prior technical support and/or customer service experience preferred

• Strong spoken and written communication skills
• Basic understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
• Basic understanding of web hosting software such as IIS and Apache
• Willing to learn and adapt to new technologies in a changing environment

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.