About us:

Hostwinds is changing the face of the hosting industry from the start with a set of new standards: offering quality hosting services at a reasonable price. We pride ourselves on our great customer service to our clients. We provide a full range of services from basic hosting, to enterprise cloud deployments. We are developing new cutting edge technologies and are looking for new team members who share our passion.

We are currently looking for Frontline Support Managers to join our growing team.

Position Summary:

As a manager of our Front-Line Support Team, you will be responsible for ensuring that your direct reports are able to deliver excellent customer service to our clients. Your team will be responsible for resolving problems relating to their hosting services and answer any questions they may have about our products through Live Chat, Phone Calls, Email Tickets and creating high-quality knowledge guides. All Hostwinds employees share a common goal: ensure our clients are 100 % completely satisfied with Hostwinds' support and services.

Support areas include: cPanel, network connectivity, PHP (no development), MySQL (install/update), Plesk (support), Apache (basic configuration & troubleshooting), OS installation, routing/delivery, DNS and hosting package installation. We deliver Windows and Linux based hosting. As a Front-Line Agent, you will be providing support through phone, chat, and email-based ticketing system.

Working Schedules:

We provide support 24/7/365 and have varying shift schedules. Currently, we are recruiting for the following shifts:

First Shift (Day): 5:30 AM - 2:00 PM PST

Second Shift (Swing): 1:30 PM - 10:00 PM PST

Third Shift (Overnight): 9:30 PM - 6: 00 AM PST

Requirements and Qualifications:

• Passion for technology and willingness to learn new skills

• Strong typing skills at least 60+ WPM (Words Per Minute)

• Analytical, critical thinking and problem-solving skills

• Ability to navigate multiple computer programs in a fast pace multi-tasking environment

• Associate's Degree in related field with more than five years of experience (with at least two years of Management Experience) preferred

• Web Hosting experience preferred

• Demonstrated ability to coach and develop action plans, which maximize performance, and provide effective feedback

• Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal

• Work well under pressure and follow through on items to completion while maintaining professional demeanor

• Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates

• Demonstrated ability to organize and prioritize projects in a fast-paced and deadline-oriented business environment

• Demonstrated ability to mentor, coach and provide direction to a team of employees

• Willingness to work a flexible schedule

   

Duties & Responsibilities:

• Analysis and maintenance of all Service Level Agreements; implementation of improvement plans as necessary

• Selection, preparation, development and management of the performance of direct reports and their associates, including preparing and assignment of work for direct reports that is in line with the policies of the organization

• Manage and review operational reports (Attendance adherence, Metrics, QA Reports)

• Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance

• Conduct regular one-on-ones with your direct reports to review individual performance, performance of their team and offer on-going developmental coaching

• Create a positive work environment through employee engagement; resolve employee relation issues in a professional manner

• Implement best practices and over-deliver for customers, drive consistent performance, evaluate staffing requirements and make adjustments to meet changing requirements with input from management.

• Effectively lead daily operations within the Frontline Department with minimal guidance by providing coaching and ensuring accountability

• Foster an atmosphere that promotes problem solving and process improvement. This includes ensuring that all participants are trained on methodology and tactics for problem solving.

• Works closely with management to ensure adequate staffing to meet service level requirements

• Work with peers and management by reviewing performance metrics on a monthly basis to identify trends and counter measures.

• With minimal guidance, ensure that the department’s objectives are met through training, coaching and accountability to policies and procedures

• Manage training and motivate staff by hiring and retaining talent, handling administration of personnel and performance management

• Monitoring, reviewing, and correcting issues within the department, and providing guidance to direct reports to resolve customer issues

• With the guidance of management, lead and implement medium scale projects directly related to business goals and objectives

• Provide support to direct reports requiring assistance with client interactions, and providing feedback to members for calls, chats, and emails

• Maintains professional and technical knowledge, tracking emerging trends

• Maintains and improves operations by monitoring system performance, identifying and resolving problems, and managing system and process improvements

• Creates and maintains on-boarding plans for new hires and acts as a training liaison for all development, training, and continuing education

Why work for us:

• Benefits (Medical, Vision and Dental) after 60 days of employment!

• Free parking at our Seattle office

• Generous PTO & Holiday Pay

• Great Coffee and Snacks

• Company Parties

• Fun Work Culture

• Training & Career Development

Position located in Seattle office, we do not offer telecommuting. Candidates must be eligible to work in the United States. We do not offer visa sponsorship.

About Hostwinds:

Hostwinds is a Seattle based hosting company that was founded in 2010. Hostwinds began changing the face of the hosting industry from the start with a set of new standards: offering quality hosting services, at a reasonable price. Our dedicated staff ensure that our clients feel respected, satisfied and cared for at all times.