Technical support representative job description

IONOS Inc. ( formerly 1&1 IONOS) is a subsidiary of United Internet - a profitable, publicly held German company with a market cap of over $8 billion. IONOS' North American headquarters is located in Philadelphia PA. IONOS is known for its comprehensive and affordable online products - its unique business model positions it as a one-stop-shop for web solutions. From domain registration to web hosting, site creation, technical support and cutting-edge technology, IONOS offers users every available resource to easily and affordably create and maintain an optimal online presence.

Founded in 1988, IONOS is a global leader among web hosting providers. Internationally, IONOS maintains more than 8 million customer contracts with both consumer and business users and the IONOS group manages over of 19 million domain name worldwide. It also operates 10 highly-secure, green data centers housing more than 90,000 servers.

IONOS has grown since it introduced its distinctive approach to the U.S. market in October of 2003. Since the launch of its complete product line in the US, IONOS has become one of the premiere web hosting companies serving the US market; making it one of the country's top 5 web hosting companies. In September 2008, IONOS opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

Do YOU want to be part of a growing company in a fast-paced, exciting industry?

Do YOU have excellent customer service and great troubleshooting skills?

Do YOU have a strong desire to excel and exceed your goals?

Do YOU want to help others achieve their dreams online?

Then WE want to meet YOU!

Job Summary:

The Server Technical Support Representative primarily supports IONOS customers with dedicated, root, and VPS server products via phone, email and chat. Additional responsibilities of the position include assisting customers with their domains, email, billing, and account management. Server Support Representatives also sell related products and services based on customer need. Potential candidates must possess a basic understanding of web hosting concepts. Full product support training is provided.

Responsibilities:

· Resolving customer issues via phone, email and chat

· Demonstrating both technical proficiency and effective soft skills in resolving customer issues

· Troubleshooting a wide range of technical and billing concerns and educating customers about our products and processes

· Recommending and selling the right products and services based on customer's business and personal needs

· Effectively managing self to meet departmental goals (including efficiency, productivity, customer satisfaction and sales/revenue) and resolve incoming workload efficiently

Qualifications:

· Prior technical support and/or customer service experience preferred

• Strong spoken and written communication skills
• Basic understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
• Basic understanding of web hosting software such as IIS and Apache
• Willing to learn and adapt to new technologies in a changing environment

Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.

Come Join Our Passionate Team! At Barracuda, we make the world a safer place. We believe every business deserves access to cloud-enabled, enterprise-grade security solutions that are easy to buy, deploy, and use. We protect email, networks, data and applications with innovative solutions that grow and adapt with our customers' journey. More than 200,000 organizations worldwide trust Barracuda to protect them - in ways they may not even know they are at risk - so they can focus on taking their business to the next level.

We know a diverse workforce adds to our collective value and strength as an organization. Barracuda Networks is proud to be an Equal Opportunity Employer, committed to equal employment opportunity and equitable compensation regardless of race, gender, religion, sex, sexual orientation, national origin, or disability.
Envision yourself at Barracuda


Barracuda Networks is currently looking for highly motivated and excited computer and networking technicians, to provide quality support of our superb networking and security products. This role will be an entry-level front-line facing position where you will understand, document, and troubleshoot the customers' product support issues over email, phone, and chat mediums. This position will work within a team and will report into a Tech Support Manager.


What you'll be working on
Create, revise and publish internal and public facing product solutions Interface with customers at a high volume to solve their issues Develop your skills in network and security products through ongoing training Document, escalate, and follow through with product bugs and/or issues
What you bring to the role
Associates degree in IT, relevant training (CCNA cert/CompTIA/Cisco etc.) or equivalent work experience A customer centric focus - you always aim to make the customer happy Strong troubleshooting/problem resolution skills Basic networking or server experience - technical understanding of servers and networking technologies such as TCP/IP, Routing, DHCP Ability to learn and adapt to quickly changing circumstances, direction and strategy Experience in any of the scripting languages such as Bash, Shell, Perl, Python
What you'll get from us


A team where you can voice your opinion, make an impact, and where you and your experience are valued. Internal mobility - there are opportunities for cross training and the ability to attain your next career step within Barracuda.

High-quality health benefits
Retirement Plan with employer match Career-growth opportunities Flexible Time Off and Paid Time Off benefits
Volunteer Opportunities

#li-hybrid
#li-jk1

Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.

Want to join a Fortune 500 company, ranked as one of Forbes Best Employers in the World in 2019? Do you like serving customers and care about people? Then look no further than Global Payments Integrated.

Global Payments is a leading worldwide provider of payment technology and software solutions delivering innovative services to our customers globally. As a Global Payments Integrated Team Member, you can enjoy a collaborative team-oriented environment.
Follow the path of many previous teammates that started their FinTech careers in the Contact Center:
Account ManagerClient Success ManagerPricing AnalystProject ManagerProduct OwnerProduct ManagerQA EngineerSalesforce AdministratorScrum MasterSoftware Developer

Why Global Payments?
401(k) + 5% employer match4 Weeks Paid Time OffFull Benefits on Day 1 (Medical, Dental, Vision, Life, HSA, etc.) Career development opportunities Casual dress code Charitable Gift MatchingEducation Assistance Program - up to $5,250Employee Assistance ProgramEmployee Discount ProgramEmployee Resource GroupsEmployee Stock Purchase ProgramGroup Legal PlanParental and Caregiver LeavePet Insurance

Essential Duties
Receives and responds, via telephone, email, chat or SMS to technical customer service requests, inquiries and problems. Utilizes various databases to select the best processing method and explain the solution to the client in order to resolve the inquiry.Maintains an accurate and complete record of all inquiries and problems handled. Operates a personal computer, mainframe, software packages and front end programs related to the client.

Our In-Depth Training Will Teach You How To:
Resolve client and/or merchant technical support issues relating to point of service (POS) products, such as but not limited to, dial-up card swipe terminals and standard software-based systems.Provide standardized responses by utilizing established documentation and processes.Assist clients/merchants with technical support issues not included in established documentation. Enters required and additional relevant information into databases while resolving customer issues.Further develops internal knowledgebase to include newly implemented or revised policies, procedures, and regulations through participation in on-going training.

Qualifications:
High School Diploma or Equivalent2+ years of relevant technical experience Previous knowledge of the credit card payment processing industry is preferred (but not required!) Strong ability to analyze information and use logic to address client issues and concerns.Ability to work effectively on a team, independently, and with other departments Client First mentality Ambition to WOW clients and exceed their expectations

Disclaimer: The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of responsibilities, duties and skills required.

Global Payments Inc. is an equal opportunity employer.
Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. Those applicants requiring reasonable accommodation to the application and/or interview process should notify a representative of the Human Resources Department.