Job Description
GAO - Hosting Tech Lead (HTL) is committed to providing our internal and external customers with World Class Customer Service. They pride themselves on:
High quality support to ensure that the Customer Care team members can learn and troubleshoot our hosting products/services as effectively as possible.Promoting first call resolution and customer retention.Being the primary technical resource for call center operations.Ensuring that issues are identified with urgency and are managed until resolution.The ideal candidate for this role will gain an advanced understanding of troubleshooting hosting technologies both unique to GoDaddy and also standard to the hosting world. You will have the opportunity to work with senior individuals in these roles and gather the understanding and skills to troubleshoot and maintain enterprise level environments.
Responsibilities: Employees will be required to provide advanced support via chat and ticketsEmployees will work with technical/product support for related departments including: Fraud, OCEO, Domain Services, Development groups and server administratorsSuccess in this position would require an employee to handle escalated incidents through IRIS/Jira Service DeskThis position would require an employee to test and assist in the resolution of system and process issues within the call center environmentEmployees will need to test and assist in providing a conduit of communication between the call center and the development teamsThe successful candidate must know how to assist management in developing approaches to address system and service challenges and opportunitiesThe successful candidate must possess especially strong knowledge and be versed in GoDaddy Help, Confluence, and General Hosting Knowledge
Qualifications
Minimum of one year experience at GoDaddy preferredMust have completed a shadow or reverse shadow within the past 6 monthsApplicants must provide a cover letterNo final written warnings within the 60 days prior to the date of application, or receive a FWW at any time during the hiring process up until the start date for the new positionMust meet or exceed all minimum performance requirements (as applicable) in current position during the 30 day period prior to the date of application. Please check your stats using the internal link to the C3 DashboardApplicants during the 30 day period prior to the date of application cannot be on a Performance Improvement Plan (PIP) or receive a PIP at any time during the hiring process up until the start date for the new position.Chat Support experience preferredA solid understanding of web hosting, website, and internet-based products and servicesExcellent verbal and written communication skillsCustomer service orientedGreat attention to detailStrong decision making skillsHigh sense of urgencyCapacity to learn quicklyExcellent relationship building skills, proven ability to turn frustrated customers into happy customersAbility to multitask, prioritize and work independentlyExceptional attendance recordFlexible with work scheduleBasic and/or advanced knowledge of programming languages, hosting panels, SSH, APIs, networking, and server management skills
Additional Information
All your information will be kept confidential according to EEO guidelines.