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 Front-Line Support - Tier 1 agents to join our growing team.

Position Summary:

As a member of our Front-Line Support Team, you will deliver excellent customer service to our clients. You 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.

We provide support 7x24x365 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:

• High School Diploma or equivalent

• Minimum 1-year customer service experience

• Excellent professional written & oral communication skills

• Passion for technology and willingness to learn new skills

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

• Ability to produce one high-quality knowledge base article per week

• Knowledge of computer software (installs, updates)

• Analytical, critical thinking and problem-solving skills

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

• Familiar with WordPress

Duties & Responsibilities:

• Answer all incoming chats, phone calls, and email tickets in a professional manner

• Assist our clients with high integrity and respect

• Assist in creating tickets to resolve clients needs

• Communicate with other departments using a ticketing system and internal messaging

• Providing technical details to resolve client issues

Why work for us:

• Entry-Level Technical Support Position

• 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.