Job Description

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COMPANY OVERVIEW:

NetNation, a division of Ntirety, is a leader in providing innovative, reliable and secure online solutions to SMBs through direct and indirect channels. NetNation delivers reliable, secure, and scalable online solutions to over 500,000 customers worldwide. NetNation has emerged as one of the largest private labeled SMB hosting solution providers in the world due to the company\'s expertise in developing secure, multi-tenant hosting environments and is committed to providing SMB\'s with cost effective business solutions. NetNation\'s core products include Domain Names, Web Hosting and Email, and other online applications such as backup and recovery, security and online presences builders. For more information about NetNation, please visit http://www.NetNation.com.

We are first and foremost a service company, enabled by technology\xe2\x80\xa6 not the other way around. We believe that service is the core to creating a vibrant, \xe2\x80\x9cbuilt-to-last\xe2\x80\x9d, organization. If what I\'ve said isn\'t a mission you can get behind, or you are looking for a big paycheck to do more \xe2\x80\x9cdirecting\xe2\x80\x9d than \xe2\x80\x9cdoing\xe2\x80\x9d\xe2\x80\xa6 stop reading.

Still with us? You likely believe that there is more to a job than just getting paid, and that the mission really matters. Good. Because we believe that too.

POSITION PURPOSE:

Provide world class technical support to Ntirety Web Hosting customers, exceeding customer expectations in a considerate and efficient manner.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES:

\xc2\xb7 Responsible for working with customers to answer technical questions regarding Web hosting and Internet applications and services.

\xc2\xb7 Communicate with customers via phone, email or chat to determine root cause of issues and provide recommendations and direction for successful resolution.

\xc2\xb7 Responsible for reporting issues affecting multiple customers to management, with follow through to ensure customer satisfaction.

\xc2\xb7 Document and track all inbound and outbound customer contacts on Ntirety\'s proprietary system.

\xc2\xb7 Support and demonstrate commitment to quality principles and metrics.

\xc2\xb7 Demonstrate adequate and up-to-date knowledge in all commonly used Standard Operating Procedures and troubleshooting practices.

\xc2\xb7 Demonstrate willingness to learn, improve and work efficiently in a team according to performance requirements and standards set by the company.

\xc2\xb7 Eliminate customer confusion or frustration using empathy and consideration to reach amicable solutions.

\xc2\xb7 Maintain professionalism and refrain from emotional reactions and comments related to daily workflow.

\xc2\xb7 Work efficiently in a team and approach constructive criticism professionally.

\xc2\xb7 Take ownership of customer concerns and issues and ensure timely resolution.

\xc2\xb7 Perform other duties as assigned.

Requirements:

DESIRED MINIMUM QUALIFICATIONS:

\xc2\xb7 Must be able to follow written and verbal instruction.

\xc2\xb7 Must be available to work flexible shifts that include day, night and weekend hours.

\xc2\xb7 Must have a high school diploma or equivalent.

\xc2\xb7 1-2 years of Call Center experience preferred.

\xc2\xb7 Working knowledge in a Windows and / or Mac based environment. Basic UNIX and / or Linux are preferred, not required.

\xc2\xb7 Experience using HTML editors, FTP clients, Web Browsers and Email clients will be greatly beneficial.

\xc2\xb7 Ability to troubleshoot email programs, such as but not limited to Outlook, MAC Mail and Windows Mail.

\xc2\xb7 Ability to effectively communicate technical issues in a clear and concise manner, both over the phone and through email.

\xc2\xb7 Must be well organized and detail-oriented and have excellent interpersonal skills.

\xc2\xb7 Must be fluent in the English language both verbally and written.

Benefits:

NetNation, a division of Ntirety is an Equal Employment Opportunity / Affirmative Action Employer (EEO/AA).

NetNation offers a competitive salary and benefits including Paid Time Off, FREE Medical to Employees, Dental, retirement plan with 401(k) match, and much more. If you are interested in joining a profitable, growing, and dynamic company, we want to hear from you! Ntirety is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion, sex, age, national origin, disability, veteran status, sexual orientation, or any other classification protected by Federal, State or local law.

NetNation thanks all candidates for their interest; however, only shortlisted candidates will be contacted.

Ntirety