Technical Support Operator

This is a fully remote position, open to applicants in Alabama.

📋 Description

• Deliver customer support through our 24/7 helpdesk.

• Resolve issues related to email delivery.

• Address challenges concerning cPanel, Plesk, and DirectAdmin.

• Troubleshoot problems with DNS, FTP, SSL, Apache, and other service-related areas.

• Ensure customer satisfaction while exceeding their expectations.

• Primarily offer support via email.

• Occasionally provide assistance through live chat and phone support.

• Collaborate as a member of the 24/7/365 help desk team.

• Complete three weeks in the customer service department as part of the company-wide hiring process for non-support roles.

⛳️ Requirements

• Customer-oriented and dedicated to resolving issues effectively.

• Exceptional written English skills.

• Familiarity with Linux shell (bash), Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and other standard web hosting applications and protocols is essential.

• Must possess working knowledge of at least one control panel: cPanel/WHM, Plesk, or DirectAdmin.

• Ability to perform well under pressure.

• Proficient in multitasking.

• Capable of requesting complete error messages or deriving problem context from limited information.

• Knowledge of PHP, Python, Perl, and Ruby on Rails is advantageous.

• Understanding of iptables firewalls (CSF, APF, etc.) is beneficial.

• Familiarity with popular customer website applications such as Drupal, WordPress, MediaWiki, Magento, and ZenCart.

• Knowledge of MySQL commands for troubleshooting, including importing/dumping databases, simple SELECT statements, and SHOW PROCESSLIST.

• Must successfully pass a background check and drug test.

• Must work for KnownHost as your sole hosting-related employment.

• Willingness to work day shifts in CST.

• Full-time position required.

🏝️ Benefits

• Competitive salary.

• Comprehensive health, dental, and vision insurance plans (available in the US only).

• Flexible scheduling options.

• Paid vacation benefits.

• Up to 20 days of paid time off.

• Regular catered lunches.

• Access to filtered water machines.

• Royal Cup coffee and tea provided.

• Slushies available.

• Free web hosting services.

• Company-sponsored outings.

• A variety of additional perks and benefits.

• Employee training programs.

• Participation in select sanctioned events.