Job Description:
We are seeking a dedicated and customer-oriented individual to join our team as a Web Hosting Support Executive. As part of our customer support team, you will be responsible for providing assistance to clients with their web hosting needs and resolving technical issues promptly and efficiently. The ideal candidate will possess excellent communication skills, strong problem-solving abilities, and a passion for delivering exceptional customer service.
Responsibilities:
Customer Support:
Respond to customer inquiries and technical issues through various communication channels, including phone, email, chat, or ticketing system.
Ensure timely and effective resolution of customer concerns to maintain high levels of satisfaction.
Troubleshooting:
Identify and diagnose technical problems related to web hosting services, such as server downtime, website errors, email issues, and DNS configuration problems.
Implement appropriate solutions to resolve issues and minimize service disruptions.
Server Management:
Monitor and maintain web hosting servers to ensure optimal performance, security, and uptime.
Proactively identify potential issues and take preventive measures to mitigate risks.
Domain Management:
Assist customers with domain registration, transfer, and DNS management tasks.
Provide guidance on domain-related issues and ensure seamless domain operations.
Control Panel Support:
Guide customers on utilizing web hosting control panels (e.g., cPanel, Plesk) to manage their websites, databases, and email accounts effectively.
Address queries related to control panel functionalities and troubleshoot any usability issues.
Email Configuration:
Help customers set up and configure email accounts, troubleshoot email-related issues, and ensure proper email delivery.
Ensure adherence to email best practices and security standards.
Website Assistance:
Offer guidance on website migration, content management systems (e.g., WordPress), and troubleshoot web application issues.
Assist clients in optimizing website performance and enhancing user experience.
Google Workspace Management:
Manage user accounts, groups, and access permissions within Google Workspace.
Integrate Google Workspace with other systems and applications to streamline workflows and enhance productivity.
Administer Gmail, Google Drive, Google Calendar, and other collaboration tools to facilitate efficient communication and collaboration.
Requirements:
Bachelor's degree in Computer Science, Information Technology, or related field (preferred).
Proven experience in customer support or technical assistance role, preferably in web hosting or IT services.
Strong understanding of web hosting concepts, server management, and domain administration.
Familiarity with web hosting control panels (e.g., cPanel, Plesk) and email protocols (e.g., SMTP, IMAP).
Proficiency in troubleshooting technical issues and implementing solutions effectively.
Excellent communication skills, both verbal and written, with the ability to convey technical information clearly and concisely.
Strong problem-solving abilities and a proactive approach to issue resolution.
Ability to work collaboratively in a fast-paced environment and prioritize tasks efficiently.
Proven experience in Google Workspace Administration (preferred).
Subodh Popalwar
Software Engineer, Memorres
About sGate Tech Solutions Pvt Ltd
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Endurance International Group is a technology company that powers the online presence of small and medium businesses (SMBs). Through our proprietary cloud platform, we provide solutions like web and email hosting, cloud, eCommerce and eMarketing solutions, mobile business tools, etc. We cater to approx. 4.2 million individuals and businesses across the globe to help establish and expand their online footprint.
What you’ll do
- Create an inspiring team environment with an open communication culture
- Monitor and track performance of direct reports
- Discover training needs and provide coaching and feedback to direct reports
- Listen to team members’ feedback and resolve any issues or conflicts
- Drive team engagement. Suggest and organize team-building activities
- Track and maintain attendance and productivity of direct reports
- Take ownership of escalated issues of customers
- Work with different teams to resolve customer issues
- Share customer feedback and feature requests with the Product and Engineering team
- Report Incidents to the relevant team and share regular updates with stakeholders until the issue is resolved.
- Assist the manager in driving key metrics of the team like CSAT, SLA, FCR, etc
- Build reports, analyze trends, and draw inferences from it.
- Conduct the first round of interview with candidates
Who you are:
- Graduate from any stream (Mandatory).
- Engineering, BCA or BSc (IT or Computers) preferred
- Team handling experience (Minimum 1 year).
- Comfortable working in rotational & night shifts.
- Work Experience: 3 to 5 years experience specifically with technical support in the web hosting industry.
- Have an understanding of different hosting products such as Shared, Reseller, VPS, Dedicated Servers and addons like sitelock, codeguard, SSL etc.
- Proficient in handling a variety of web hosting related issues
- Ability to take ownership and work independently, handle multiple priorities, prioritize workload and meet deadlines.
- Analytical and problem-solving skills - Ability to analyze large sets of data using advanced excel/analytics skills.
- Ability and willingness to transfer knowledge and experience to colleagues and team members
- Ability to develop and lead a team with role-modeling the right behaviors. Ability to influence others and motivate people.
- Must be customer-focused with strong customer interaction skills.
- Outstanding written and verbal communication skills
- Ability to solve complex problems quickly, inventively, and resourcefully
- Self Motivated and highly dependable individual
- High degree of flexibility and agility in thought and behavior.
Why you’ll love us:
In this era of COVID-19, we believe in putting our employees first and keeping them safe. We were one of the first technology companies to make significant changes to our office environments and team interactions, including mandatory working from home and safety procedures to enter our office space. We are committed to not require any face-to-face interaction for our employees until the data shows it is entirely safe for our teams. Here is just a snippet of what we think you’ll love:
- Grow together. Our exciting virtual learning & development programs never cease to amaze us. Participate in our ExpertSpeak sessions/E-learning courses to grow professionally & personally.
- Work with creative & innovative teams. At Endurance, we believe in hiring the best of the best and are proud of being surrounded with people who think out of the box to only better our products, work & customer experiences.
- Did someone say free domain? Building a community one domain at a time, one employee at a time. All our employees are eligible for a free domain and WordPress blog as we sponsor the domain registration costs.
- Leave your worries aside! Juggling the demands of career and personal life can be stressful and challenging but don't worry! Our employee's assistance program services provide free, confidential, short-term counseling. This benefit is also extended to immediate family members.
- We’ve got you covered. We are a family! From medical to life insurance, education sponsorship to interest-free loans & Flexi-leave policy - we've got your back!
Follow CutshortSubodh Popalwar
Software Engineer, Memorres