Technical Support Operator

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

📋 Description

• Deliver customer support via a 24/7/365 help desk.

• Surpass customer expectations and guarantee satisfaction.

• Resolve email delivery issues.

• Address issues related to cPanel, Plesk, and DirectAdmin.

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

• Primarily assist customers through email communication.

• Occasionally provide support through live chat and phone calls.

• Request complete error messages from customers or extract context when information is lacking.

• Work day shifts for employees in the CST time zone.

• For roles not focused on support, complete three weeks in customer service; this does not apply to the support position.

⛳️ Requirements

• Customer-oriented with a commitment to resolving issues effectively.

• Exceptional proficiency in written English.

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

• Proficient in at least one control panel; knowledge of cPanel/WHM, Plesk, and DirectAdmin is required.

• Ability to perform well under pressure.

• Capable of multitasking.

• Skillful in deriving context from incomplete customer information.

• Working knowledge of iptables firewalls (CSF, APF, etc.)

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

• Understanding of MySQL support and troubleshooting commands, including database import/dump, simple SELECT statements, and SHOW PROCESSLIST.

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

• Must successfully pass a background check and drug test following a job offer.

• Willingness to work day shifts in the CST time zone.

• Availability for weekends, evenings, or overtime as needed.

• KnownHost must be the sole hosting-related employment for the applicant.

• Readiness to relocate to Alabama if necessary.

🏝️ Benefits

• Competitive salary.

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

• Flexible work scheduling.

• Up to 20 days of paid time off / vacation benefits.

• Regular catered lunches.

• Access to filtered water machines.

• Royal Cup coffee and teas provided.

• Complimentary slushies.

• Free web hosting services.

• Company-sponsored outings.

• A variety of additional perks and benefits.

• Employee training opportunities.

• Participation in select company-sanctioned events.