Experienced Web Hosting Technical Customer Success Specialist – Live Chat and Ticket Support for Global Customer Base

Introduction to blithequark

At blithequark, we're on a mission to empower individuals and businesses to succeed online by providing world-class web hosting solutions. With a team of over 900 professionals and a presence in 150 countries, we've already helped more than 3 million clients launch their e-shops, blogs, portfolios, and passion projects. Our formula for success is simple: customer obsession, innovative products, and talented teams. We're guided by 10 core principles that shape our culture and drive our growth. If you're looking for a challenging and rewarding role that offers opportunities for growth and development, you're in the right place.

About the Role

We're seeking an experienced Web Hosting Technical Customer Success Specialist to join our Customer Success team. As a Technical Customer Success Specialist, you'll play a critical role in helping our customers navigate the world of web hosting. You'll collaborate closely with other Customer Success teams and our product teams to deliver exceptional customer experiences. Your primary responsibility will be to provide timely and effective support to our customers via live chat and tickets, troubleshooting technical issues and empowering them to build their online success.

Key Responsibilities

• Provide exceptional customer support via live chat and tickets, resolving technical issues and responding to customer inquiries in a timely and professional manner
• Troubleshoot website-related technical issues and provide solutions to customers
• Collaborate with other Customer Success teams and product teams to deliver exceptional customer experiences
• Apply problem-solving skills and resourcefulness to resolve complex technical issues
• Empower customers to build their online success by providing guidance and support
• Dive deep into the world of IT by daily polishing your technical expertise
• Deliver impactful work on a global scale, making a real difference to our customers' online success

Essential Qualifications

To be successful in this role, you'll need:

• C1 or native English proficiency
• Minimum 1-year of experience in the IT field, and/or IT-related studies
• Experience or strong knowledge in web hosting, and/or troubleshooting website-related issues
• Ability to multitask and handle multiple customer inquiries simultaneously
• High emotional intelligence, with the ability to read customers' sentiment and reflect back on the feedback provided
• Strong problem-solving skills and the ability to think critically when addressing tasks
• Ability to show empathy, tactfulness, and proactivity when interacting with customers
• A typing speed of = 50 WPM
• Availability for 40 hours per week (5 days a week) in agreed rotating timelines (including nights, and weekends)

Preferred Qualifications

While not essential, the following qualifications are desirable:

• Previous experience in a customer-facing role, preferably in a technical support or customer success environment
• Strong knowledge of web hosting technologies and troubleshooting techniques
• Experience with live chat and ticketing systems
• Ability to work in a fast-paced environment and adapt to changing priorities
• A curious and always learning mindset, with a desire to continuously improve and develop your skills and knowledge

Skills and Competencies

To be successful in this role, you'll need to possess the following skills and competencies:

• Technical skills: Strong knowledge of web hosting technologies, troubleshooting techniques, and IT principles
• Communication skills: Excellent written and verbal communication skills, with the ability to communicate complex technical information in a clear and concise manner
• Problem-solving skills: Strong problem-solving skills, with the ability to think critically and resolve complex technical issues
• Customer service skills: Excellent customer service skills, with the ability to provide empathetic and proactive support to customers
• Time management skills: Ability to manage your time effectively, prioritize tasks, and meet deadlines

Career Growth Opportunities

At blithequark, we're committed to helping our employees grow and develop their careers. As a Web Hosting Technical Customer Success Specialist, you'll have access to a range of training and development opportunities, including:

• A 3-week course in technology, product, and communication areas
• Permanent remote working opportunity
• 20 paid vacation days
• Bonuses: unlimited for upselling and efficiency based on KPIs
• Regular remote team-building and OKR events
• Tools needed for your personal development: Udemy account, Successors Academy course, Scribd subscription, Individual Development Plans, etc.

Work Environment and Company Culture

At blithequark, we're proud of our company culture, which is guided by 10 core principles. We believe in:

• Customer obsession: We're passionate about delivering exceptional customer experiences and empowering our customers to succeed online
• Innovative products: We're committed to developing innovative products and solutions that meet the evolving needs of our customers
• Talented teams: We believe in hiring and developing talented teams who share our passion for delivering exceptional customer experiences
• Freedom and responsibility: We believe in giving our employees the freedom to work autonomously and take responsibility for their actions
• Continuous learning: We're committed to continuous learning and development, and provide our employees with the tools and resources they need to grow and develop their careers

Compensation and Benefits

We offer a competitive monthly compensation package based on your experience and market standards. In addition to your salary, you'll also receive a range of benefits, including:

• A culture where everyone values the highest standards, freedom, and responsibility
• Permanent remote working opportunity
• 20 paid vacation days
• Bonuses: unlimited for upselling and efficiency based on KPIs
• Regular remote team-building and OKR events
• Tools needed for your personal development: Udemy account, Successors Academy course, Scribd subscription, Individual Development Plans, etc.

Conclusion

If you're passionate about delivering exceptional customer experiences and empowering individuals and businesses to succeed online, we want to hear from you. As a Web Hosting Technical Customer Success Specialist at blithequark, you'll have the opportunity to work with a talented team of professionals who share your passion for customer success. You'll receive a competitive compensation package, a range of benefits, and opportunities for growth and development. So why wait? Apply now and join our team of customer-obsessed, innovative, and talented professionals.