Technical Support Consultant at DreamHost

Job description

Why work for DreamHost?

We help people own their digital presence. It's not just wishful thinking. It's our noble cause — an idea that drives everything we do.
When you put your dreams online—your words, your photos, your creations—you shouldn't have to worry about your service provider mining that data for marketing purposes. Those are your dreams — not ours! DreamHost's open platform gives you the power to share your data and the freedom to control how it's used.

Working for DreamHost you can be a steward of your own career. We invest in our people, we promote from within the organization when possible and we offer extensive training to aid in your success. In this role, we offer the flexibility to work from home and during local business hours. We are proud to be a US employer with a fantastic culture and the ability to offer so much to our employees.

This position will begin towards the beginning of January 2022.**

Note Regarding Location: This is a remote position within South Africa. This position is only open to people living in South Africa.

Overview

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

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 & live chat

Job 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

• Must have a reliable, fast internet connection