Description:

Overview

Technical Support Consultants play a key role in interfacing directly with DreamHost customers. We are looking for multilingual candidates fluent in English.

Responsibilities



  • Provides technical assistance to DreamHost customers who are experiencing problems with the services we provide, or who have questions about how to use our many features
  • Uses quick thinking and keen troubleshooting skills to analyze and resolve customer issues via internal ticket system, live chat & call-backs
  • Answers questions by applying knowledge of web hosting principles, DreamHost products and services
  • Patiently walks customers through diagnostic procedures to help them illuminate the source of their issues
  • Notices trends and/or internal issues & reports them to management for resolution
  • Guides customers through the installation and configuration of various software
  • Escalates complex problems to appropriate staff member or department
  • Helps customers identify and resolve problems with products by phone, email & livechat

Requirements:

Requirements



  • Ability to work under pressure in a fast-paced environment
  • Ability to communicate with customers who may be lacking in technical skills
  • A commitment to quality and a meticulous approach
  • Able to work autonomously and in diverse, virtual team environments
  • Great communication skills with customers, supervisors and peers
  • Ability to maintain patience with difficult customers
  • Good judgment and decision-making skills
  • Strong analytical and problem-solving skills
  • Basic understanding of Web Hosting
  • Basic familiarity with Linux command-line
  • Ability to manage and deliver on multiple support tickets at same time
  • Ability to type 45+ WPM
  • Minimum 3 years of technical support experience
  • Bachelor's Degree in computer science related field of study preferred
  • Skills/Specialties: Customer Service, Information Technology (IT) Support, Linux, Troubleshooting
  • WordPress background a plus
  • Must be able to communicate in English fluently, Spanish is a bonus
  • Must have a reliable, fast internet connection

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