ESSENTIAL DUTIES AND RESPONSIBILITIES
·         Review, respond, and resolve all helpdesk tickets.
·         Direct the hiring, training and supervising of our Support team member.
·         Track call volume, and report and resolve discrepancies in areas that need improvement.
·         Participate in the development and implementation of technical skills training programs and the constant improvement of the internal Support System for client interactions.
·         Lead the Support team to ensure that all customers are thrilled with the quality of customer service while resolving issues as efficiently as possible.
·         Maintain and improve call center operations by monitoring agents and operational performance.
·         Maintain and advance the technical product knowledge and support skills of all Support team members.
·         Mentor Support team members through regular coaching and feedback to help them succeed in their current and future positions with the company.
·         Analyze business needs, detecting and resolving problems in an efficient and timely manner.
 
KNOWLEDGE, SKILLS, AND ABILITIES
·         BS in Computer Science, Engineering, or a college degree in a technical or analytical field.
·         3+ years of training and leadership experience in the web hosting field.
·         Strong background in web hosting and web hosting technology – specifically in Linux (CENTOS), cPanel, Apache, MySQL, PHP, etc..
·         Proven analytical ability, including utilization of tools and spreadsheets to create models and analyze data.
·         Experience developing new training materials and improving existing materials.
·         The ability to motivate a team through strong interpersonal communication skills.
·         Comprehensive experience with cPanel and/or WebHost Manager.
·         Experience setting up FTP, email clients, and setting and changing DNS records.
·         Experience managing WHM/cPanel servers.
·         Experience using SHELL/SSH.
·         Experience in customer support.
·         Strong interpersonal and communication skills.
·         Ability to multi task and work on several projects at the same time.
·         Effective problem solving skills used to identify and resolve day-to-day support operations and handle employee relations.

CONTACT : via email tuyendung@matbao.com or phone (08) 3622990 - 9681