Technical Support Specialist Job in Hazleton 18222, Pennsylvania Us

Web.com (Nasdaq: WWWW) is an industry leading provider of website building tools, online marketing, lead generation and e-commerce solutions for the small business market is seeking Technical Support Web Hosting Specialists at its Drums, PA., location. These specialists provide inbound technical support for our web hosting, Ecommerce, SSL, SEO and email products and know how to up sell new products.Responsible for providing high level Customer Satisfaction for escalated web-hosting technical support to our customers, focusing on issue resolution and up sell opportunities.

JOB RESPONSIBILITIES
• Provide Inbound Technical Support for Network Solution's web-hosting, both shared and virtual private sector (VPS), Ecommerce, SSC, SEO, and email customers and back up support for general customer support calls.

• Ability to use basic system administration tools and processes; such as email application, web browsers, HTML, DNS, Unix, FTP protocol, POP3, database applications, scripting languages, and other web hosting related products.

• Exercise good judgment using processes procedure to determine appropriate course of action for the customer.

• Remain fully aware of the availability of all products and services in the company so that every opportunity to meet our customer's needs is taken

• Ability to provide clear and concise communication to the customer both oral and written, to provide problem resolutions and make product and service recommendations to enhance the customer relationship.

• Ability to apply trouble shooting techniques to moderate scope issues before escalating

• Review e-mails and Storefront SRs from our web-hosting customers.

• Create new SRs and contact internal groups and customer as needed to resolve customer concern. Track SR until issue is resolved.

• Track and report on issues by defined categories identifying coaching opportunities where the specialist could have resolved the concern initially with additional training or coaching

• Keep updated on all developments and changes, taking ownership to obtain and learn all information provided to resolve the web-hosting customer's issue

• Use all proprietary database, web and telephony tools effectively, reporting faults to helpdesk or supervisors as soon as they occur

• Use coaching, training sessions and one-to-one meetings positively, contributing to the discussion so that you can take ownership of your development within your current role

• Actively support, at all times, company policy and best practices in the area of security, with special emphasis on the protection of sensitive customer information

• Access, use or disclose, customer information only when you need to do so to perform your operation duties

EXPERIENCE
• One year of call center experience, customer service or relevant experience preferred.
• Demonstrated consistent performance above company / team goals
• Working knowledge of PCs and web hosted applications preferred such as FrontPage, Dreamweaver, SQL, ASP, PHP, FTP, SEO, SSC, and Windows and Unix Hosting platforms.
• Strong analytical, critical thinking, research and problem solving skills.
• Self-motivated, flexible and a team player.
• Preferred proficiency in customer relationship management tracking system preferred and Outlook
• Ability to learn quickly and work independently

WORK-FROM-HOME REQUIREMENTS

• Internet Service Requirements:
o 500Kbps (.5Mbps) upstream
o 1500Kbps (1.5Mbps) downstream
• Home Computer Requirements
o Desktop PC running Windows XPSP2, Vista or 7
o 1GB of RAM or more
o 128MB video card
o 1024 x 768 capable display sound card
• Up-to-date antivirus software protection