Support Representative Job Description
The Support Representative will be responsible for assisting customers in all areas of Novonode services including but not limited to; Minecraft hosting, Discord bot hosting, and web hosting. The Support Representative will respond to customer inquiries in a timely and professional manner on all support platforms such as Discord and WHMCS.
This is a paid position.
Responsibilities:
- Respond to customer inquiries in an effective and timely manner.
- Follow up to ensure customers issues are solved.
- Escalate issues as needed.
- Identify customer needs.
- Assist customers in effectively using their services.
- Report technical issues to supervisors.
- Sharing best practices with team members.
- Inform customers of new services.
- Advise customers on upgrades.
- Share feedback with supervisors.
- Other duties as assigned.
- Working computer with stable internet connection.
- Flexible availability which may include evenings & weekends.
- Strong English skills (both written and verbal).
- Strong teamwork skills.
- Strong decision making skills.
- Strong critical thinking skills.
- Ability to work independently without supervision.
- Ability to act in a professional manner.
- Knowledge of at least one of:
- Minecraft Hosting
- Web Hosting
- Discord Bot Hosting
- VPS Hosting
- Knowledge of WHMCS is considered an asset.
- Previous support experience is considered an asset.
- Type
- Requesting
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