Web Hosting Technical Support Specialist (L1)

A2 Hosting is currently looking for fully remote Tech Support Specialists to join our dynamic Support department! Our Support Specialists are responsible for providing exceptional service to customers via phone, email, and live chat throughout the life cycle of their web hosting experience at A2 Hosting.

Important note: This position requires expert verbal communication skills as our Support Specialists consistently engage with customers over the phone. Experience, skill, and comfort in providing phone support to clients is mandatory for this position.
 From the comfort of your own home, you will play a crucial role in ensuring that A2 Hosting is a continued leader in customer- focused web hosting services. 

Key Responsibilities

• Act as first point of contact for our clients, providing consistently outstanding customer support via phone, email ticketing, and live chat channels
• Research, troubleshoot, and identify solutions to resolve common customer issues, including:
  • Linux, Apache, MySQL/MariaDB, and PHP
  • DNS, FTP, and other service-related issues
  • cPanel related issues
  • Email delivery issues
  • WordPress needs, including assisting with the installation and configuration of themes and plugins
• Escalate complex inquiries and actively participate in developing solutions to ensure positive outcomes for customers
• Meet and maintain the set productivity requirements for the role during each shift

Experience you have:

• Minimum of 2 years of customer-service experience in technical support for a web hosting organization required
• Exceptional ability to read, write, and speak effectively in English through ALL utilized channels (email tickets, live chat, and phone)
• Minimum of 1 year experience with providing technical support to customers over the phone required
• Experience with WordPress strongly preferred, ideally with plugin and theme configuration
• Strong technical skills in WordPress, Email, FTP, DNS, HTML, and CDN
• Experience with Linux, Apache, PHP, and MySQL/MariaDB
• Experience working with WHMCS, WP-CLI, and Javascript a plus
• Experience in a remote work environment preferred
• cPanel Certified Partner Accreditation (CPCP) a plus

Who you are:

• Strongly customer aligned – you engage clients with professionalism and empathy at all times
• Solutions oriented with strong problem solving skills – You LOVE troubleshooting, diagnosing, and resolving problems 
• Organized and agile – You thrive in fast-paced tech support environments where you are frequently multitasking
• Team focused – You enjoy working with peers to collaborate, communicate, and problem solve
• Curious and Inquisitive – The ever-changing world of technology is exciting to you and you are eager to learn and explore new skills

**All applicants should have a reliable high-speed internet connection and provide their own computer and work space**

Research shows that women and people from under-represented groups often apply to jobs ONLY IF they meet all of the qualifications. However, no one ever meets 100% of the qualifications, nor should they. A2 Hosting focuses on hiring people, not just skill sets, and encourages you to apply, even without meeting every qualification. We look forward to your application.

A note on the location:
Aside from our data center team, A2 Hosting is a fully remote organization with a globally distributed workforce. With that, there is a lot of flexibility on where our team members can work, although there may be position specific limitations or requirements for the role.

Additionally, since each state in the US operates as an independent entity, companies must have business licensing to hire in each state. Because of that, A2 Hosting is not able to hire in all states. At this time, we are licensed to hire in the following states: AR, AZ, FL, GA, IN, KY, MD, MI, NC, OH, OK, PA, SD, TX, UT, VA, VT, and WI.

US-based candidates who do not reside in one of the above states are unable to be considered for employment at A2 Hosting.

Why Work for A2 Hosting:

A2 Hosting provides a collaborative and team-focused work environment with a focus on training and development for all of our team members. We strive to promote from within, provide growth opportunities, and encourage our team members to embrace the curious and passionate core values that drive us forward. Additional benefits, based on location, are below:

Benefits for ALL Team Members, regardless of location:

• Generous amount of Paid Time Off (PTO) hours, available DAY 1!
• The ability to work from home; positions are 100% remote (aside from our data center team)
• Paid parental leave
• Free hosting services (we want our team to see why we’re the best!)

US Specific Benefits (for US based team members only):

• Subsidized health insurance – A2 Hosting pays a substantial portion of insurance costs for our team members
• Low-cost, high coverage dental and vision insurance options
• Company-matching 401(k) plans (Traditional and Roth available)
• Company-sponsored life and disability insurances

About A2 Hosting:

In 2001, our CEO, Bryan Muthig, started A2 Hosting from a two-room office in Ann Arbor, Michigan. With a mission to help the world succeed online, he wanted to make it easier for people to thrive on the internet. Fast forward to over two decades later, Muthig has used his passion and strong technical background to build a globally recognized web hosting company, with data centers all over the world. Even with this growth, A2 Hosting hasn’t strayed far from our roots. Today, with almost 200 passionate team members around the globe, we use our knowledge, skills, and resources to help our clients bring their digital visions to life every day.

Continuously driven by our core values, we focus on creating world-class customer service interactions for new and current clients, regardless of their technical expertise. That passion, paired with continuous curiosity and desire to provide fast, user-friendly service, is the reason we have been successful for the last 20 years. Ready to bring your passion to the team? Apply now, we look forward to speaking with you.

FOR US-BASED CANDIDATES: A2 Hosting is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.