Web Technology Specialist

About the role: As a Web Technology Specialist your core responsibility is to deliver exceptional customer experience via multiple channels of communication. You will be the first point of contact for our clients and it requires you to provide a professional level of support and consultation for an array of hosting products and services we offer. What you’ll do: ● Troubleshooting, resolving all Technical issues related to our software and the range of Products and Services its provisions. ● This requires you to work in rotational shifts in a 24x7 set up. ● Interacting with clients via. Live chat, Web-based systems, Online forums and Telephone to resolve their problems and gather feedback. ● Testing & Analysis of all products & services. ● Identifying any bugs/issues in the system and assisting in their resolution. ● Recording, tracking and reporting problem activity. ● Building Strategies to improve operational metrics, profitability and quality of service. ● Reviewing existing Product/Feature documentation; publish documentation in internal Knowledge bases. ● Analyze internal processes and contribute towards continuous process improvements. ● Work with internal and external cross functional teams to troubleshoot and provide resolution. Who you are: ● Willingness to contribute to and deliver outcomes towards meaningful and challenging goals ● Strong customer service skills, with the ability to express empathy and enthusiasm for a customer-focused experience ● Strong ability to probe and correctly identify customer needs/concerns ● Strong customer interaction skills specifically over phone, chat, emails and the ability to work in a variety of customer situations. ● Outstanding written and verbal communication skills. ● Good working knowledge of computers and the Internet; strong ability to develop new skills. ● Avid Internet User, with strong inclination towards technology. ● Highly motivated and energetic team player, with excellent interpersonal skills Tech Knowledge required: ● Networking and DNS basics ● Basic knowledge of Linux/Windows Operating Systems. ● Basic knowledge of Hardware ● Basic knowledge of Software ● Basic knowledge of Web and Email servers. ● Configuration and troubleshooting mail clients using IMAP/POP/SMTP. ● Troubleshooting server-side scripts. (Good to have) Technologies involved (prior knowledge of these would be a plus): ● Domain name system (DNS) ● Domain names and domain name registration ● Web Hosting ● cPanel/Plesk ● PHP,Perl,ASP, dotNET, Perl and FastCGI ● Wordpress, Drupal, Joomla, Magento, other web-based applications ● Basic knowledge of Relational databases (MySql. MS Sql) ● Email Solutions ● POP/IMAP/SMTP ● Digital Certificates ● Cloud, VPS & Dedicated Servers