1&1 IONOS, Inc
  • Technical Support
  • Chesterbrook, PA, USA
  • Salary
  • Full Time

Full Benefits


1&1 IONOS, Inc. is a subsidiary of United Internet, a profitable, publicly held German company with a market cap of over $8 billion. 1&1 IONOS's North American headquarters is located in Chesterbrook, PA, a Philadelphia suburb. 1&1 IONOS is known for its comprehensive and affordable Internet 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, 1&1 offers users every available resource to easily and affordably create and maintain an optimal online presence. Founded in 1988, 1&1 IONOS is a global leader among web hosting providers. Internationally, 1&1 maintains more than 13 million customer contracts with both consumer and business users and the 1&1 group manages over of 19 million domain name worldwide. It also operates 5 highly-secure, green data centers housing more than 70,000 servers. 1&1 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, 1&1 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, 1&1 opened a state of the art 55,000 square foot data center in Lenexa, Kansas.

Job Purpose                                                                       

The candidate will be responsible for directly supervising MyWebsite Agents, PAP Agents, and 2nd Level Agents.

Duties and Responsibilities

  • Supervises staff on support of product and personnel issues
  • Fielding any and all employee questions
  • Taking escalated phone calls
  • Relay communication from upper management to agents
  • Attend inter- departmental meetings
  • Support new agent training and orientation
  • Coach agents for quality on a monthly basis
  • Assist with additional duties and responsibilities as needed

Qualifications

  • At least 1 year of MyWebsite support experience
  • Strong knowledge of monthly coaching
  • Experience coaching/training agents
  • Working within 2nd Level Workpools
  • College degree or equivalent experience

Preferred Skills

  • Previous supervisory experience
  • Strong MS Office Skills - particularly MS Excel
  • Knowledge of call forecasting and capacity planning
  • Strong interpersonal skills 

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

1&1 IONOS, Inc
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