Customer Service Technical Expert

Location: Kharkiv, Ukraine

Wanted

Customer Service Technical Expert will contribute to keeping the customers happy and satisfied with the provided services, while bringing a positive representation of the company into the forefront, which is necessary to ensure customer loyalty. You will interact with customers on technical questions/issues/complaints related to our products and services as well as be a resource and escalation point on technical questions for internal customers.

About Namecheap

Namecheap (www.namecheap.com) was founded on the idea that all people deserve value-priced domains delivered through stellar service. Today, Namecheap is a leading ICANN-accredited domain name registrar and web hosting company with over two million customers and more than five million domains under management - and we’re just getting started.

We are a uniquely global organization that works virtually to serve our customers – including individuals, businesses and resellers. Namecheap currently has operations and staff in the Ukraine, India, Australia, Europe, Canada, the United States and Mexico.

Our diverse culture provides our people with substantial opportunities to learn, to take on new challenges, and to grow their careers.

Responsibilities

  • Provide excellent customer service through Help desk and chat in timely and accurate manner

  • Develop and maintain in-depth product knowledge as well as knowledge of technologies you work wit

  • Process and resolve client’s technical issues that are beyond CSRs area of expertise

  • Setup, maintain and monitor dedicated servers and vps ordered by clients as well as provide direct technical assistance to clients on these services via helpdesk and chats

  • Troubleshoot and investigate global technical issues our internal systems/servers may have (shared, reseller servers, etc.) and resolve them within the area of expertize

  • Escalate technical issues that are beyond the area of expertize to the corresponding department

  • Report bugs/issues found in our systems/servers

  • Share technical knowledge with CSRs to help them develop and grow in technical area to join technical support experts team

  • Be engaged in continuous training and self-education in such areas as: English Communication, Customer Care techniques and Technical Knowledge and Skills

  • Collaborate with other departments to help solving technical and procedural tasks and providing technical support on our products and internal tools managed by technical team

Requirements

  • Hands on experience with UNIX/LINUX

  • Intermediate or higher level of written English

  • LAMP experience

  • Troubleshooting experience

  • Networking experience

  • Customer service experience

  • Excellent communications skills

  • Scripting experience

  • Ability to multi-task and work under pressure

  • Experience in cPanel and/or other hosting control panels

  • Strong focus on self-education and self-motivation, team player with keen desire to help others

Contact us

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