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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support with a strong focus on troubleshooting web hosting issues, including cPanel, Plesk, and DirectAdmin. Proficient in Linux shell, Apache, PHP, MySQL, and various email protocols, ensuring high customer satisfaction and effective communication.
Highest-signal resume keywords
Customer SupportTroubleshootingLinux Shell (Bash)CPanel/WHMMySQL Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingLinux Shell (Bash)ApachePHPMySQLEmail (POP3/IMAP/SMTP)FTPDNSCPanel/WHMIptables Firewalls
Soft Skills
Customer-FocusedAbility to Work Under PressureMultitasking AbilityExcellent Written EnglishAbility to Derive Context
Tools & Technologies
CPanelPleskDirectAdminDrupalWordPressMediaWikiMagentoZenCart
Industry Keywords
Web HostingCustomer ServiceEmail Delivery IssuesService-Related IssuesBackground CheckDrug Test
Tech Stack
Tools & technologiesApacheDNSDrupalFirewallsLinuxMagentoMySQLPerlPHPPythonRubyRuby on RailsSMTPWordPress
About the role
Key responsibilities & impact- Provide customer support through the 24/7/365 help desk
- Exceed customer expectations and ensure customer satisfaction
- Troubleshoot email delivery issues
- Troubleshoot cPanel, Plesk, and DirectAdmin issues
- Troubleshoot DNS, FTP, SSL, Apache, and other service-related issues
- Primarily provide support over email
- Occasionally provide live chat and phone support
- Ask customers for complete error messages or derive context when information is insufficient
- Work day shifts for CST employees
- For non-support positions, complete three weeks in customer service; not applicable to this support role
Requirements
What you’ll need- Customer-focused and willing to do whatever it takes to resolve customer issues
- Excellent written English
- Must be familiar with Linux shell (bash), Apache, PHP, MySQL, email (POP3/IMAP/SMTP), FTP, DNS, and other standard web hosting applications and protocols
- Working knowledge of at least one control panel; cPanel/WHM, Plesk, and DirectAdmin are required knowledge areas
- Ability to work under pressure
- Multitasking ability
- Ability to derive context from incomplete customer information
- Working knowledge of iptables firewalls (CSF, APF, etc.)
- Knowledge of common customer website applications, including Drupal, WordPress, MediaWiki, Magento, and ZenCart
- Knowledge of MySQL support/troubleshooting commands, including importing/dumping databases, simple SELECT statements, and SHOW PROCESSLIST
- Knowledge of PHP, Python, Perl, and Ruby on Rails is a bonus
- Must pass a background check and drug test after an offer is made
- Must be willing to work day shifts in CST
- Must be willing to work weekends, evenings, or overtime as required
- KnownHost must be the applicant's only hosting-related job
- Must be willing to relocate to Alabama if required
Benefits
Comp & perks- Competitive pay
- Comprehensive health, dental, and vision insurance plans (US only)
- Flexible scheduling
- Up to 20 days of paid time off / paid vacation benefits
- Frequent catered lunches
- Filtered water machines
- Royal Cup coffee and teas
- Slushies
- Free web hosting
- Company paid outings
- A variety of other perks and benefits
- Employee training
- Select sanctioned events