Job Description
About us:
Hostwinds has been changing the face of the hosting industry from the start with a set of new standards: offering quality hosting services at a reasonable price. We pride ourselves on our excellent customer service. We provide a full range of services, from basic hosting to enterprise cloud deployments. We are developing new cutting-edge technologies and are looking for new team members who share our passion.
We seek a night shift Web Hosting Support Supervisor to join our growing team.
Position Summary:
As a Web Hosting Support Supervisor, your primary responsibility will be to ensure your team delivers outstanding customer service across multiple channels, including phone, chat, and email tickets. Your team will manage direct sales inquiries, billing questions, and general hosting-related inquiries, while also helping to mitigate and direct more complex technical issues to the appropriate teams when necessary. Your goal is to ensure that clients are fully satisfied with Hostwinds' services and support.
This role does not require in-depth technical support, but focuses on overseeing customer interactions, guiding your team to resolve issues efficiently, and redirecting technical inquiries to the appropriate teams when required. You will be responsible for managing sales inquiries over the phone, through live chat, and via email tickets, as well as handling billing inquiries through tickets to ensure customers' concerns are addressed quickly and professionally.
In addition to customer interactions, your team will provide basic support in areas such as cPanel, network connectivity, PHP (no development), MySQL (installation/updates), Plesk (support), Apache (basic configuration and troubleshooting), OS installation, routing/delivery, DNS, and hosting package installations. Hostwinds offers both Windows and Linux-based hosting, and knowledge of data center operations is a plus.
Moreover, this role includes participating in situational, project-related tasks directly supporting the company's ongoing initiatives. You will contribute to these endeavors by assisting with various projects that align with company goals, helping drive improvements and support organizational growth.
Working Schedules:
We provide support 24/7/365 and have varying shift schedules. Currently, we are recruiting for the following shifts:
Qualifications:
Passion for technology and willingness to learn new skills
Strong typing skills at least 60+ WPM (Words Per Minute)
Analytical, critical thinking, and problem-solving skills
Ability to navigate multiple computer programs in a fast-paced, multi-tasking environment
Management or Leadership experience
Web Hosting experience preferred
Demonstrated ability to coach and develop action plans, which maximize performance and provide effective feedback
Demonstrated ability to analyze and improve work processes; establish a course of action for self and others to accomplish a specific goal.
Work well under pressure and follow through on items to completion while maintaining a professional demeanor.
Excellent communication skills, both written and verbal. Ability to effectively present information to internal and external associates
Responsibilities:
Analysis and maintenance of all Service Level Agreements; implementation of improvement plans as necessary
Selection, preparation, development, and management of the performance of direct reports and their associates, including preparing and assigning of work for direct reports that are in line with the policies of the organization
Manage and review operational reports (Attendance adherence, Metrics, QA Reports)
Provide direct reports, leadership, and guidance to ensure company policies and standards; define and implement any corrective actions needed to meet operational performance.
Conduct regular one-on-ones with your direct reports to review individual performance, performance of their team and offer ongoing developmental coaching
Implement best practices and over-deliver for customers, drive consistent performance, evaluate staffing requirements and make adjustments to meet changing conditions with input from management.
Foster an atmosphere that promotes problem-solving and process improvement.
Work with peers and management by reviewing performance metrics monthly to identify trends and countermeasures.
Monitor, review, and correct department issues and guide to direct reports to resolve customer issues.
With management's guidance, lead and implement medium scale projects directly related to business goals and objectives.
Provide support to direct reports requiring assistance with client interactions and provide feedback to members for calls, chats, and emails.
Creates and maintains onboarding plans for new hires and acts as a training liaison for all development, training, and continuing education
Why work for us:
Benefits (Medical, Vision, and Dental)
401K
Free parking at our Seattle office
Generous PTO & Holiday Pay
Great Coffee and Snacks
Company Parties
Fun Work Culture
Yearly Reviews and Career Development
Position located in the Seattle office, we do not offer to telecommute. Candidates must be eligible to work in the United States. We do not provide visa sponsorship.
Company Description
Hostwinds is a Seattle based hosting company that was founded in 2010. Hostwinds began changing the face of the hosting industry from the start with a set of new standards: Our dedicated staff ensure that our clients feel respected, satisfied and cared for at all times.
Hostwinds is a Seattle based hosting company that was founded in 2010. Hostwinds began changing the face of the hosting industry from the start with a set of new standards: Our dedicated staff ensure that our clients feel respected, satisfied and cared for at all times.