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.

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
• High School diploma or equivalent

Preferred Qualifications:

• Skills in the web hosting environment
• Technical education in networking and IT infrastructure

Physical Requirements and Working Conditions:

• The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
• The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
• The ability to regularly sit or stand for extended periods of time