Technical Support Specialist- Texas

Technical Support Specialist

Hello there! 🙌

We’re Truehost Cloud, a fast-growing team dedicated to helping our customers succeed online all over the world. We’re passionate about serving our customers every day with high-level customer service and professionalism, all within a culture of innovation and a growth mindset. We can’t wait to meet you!

We’re looking for a full-time Technical Support Specialist to join our team.

You’ll be the superhero our customers turn to for their web hosting services.

This position is based in our Fort Worth, TX office, and we’re big fans of the hybrid working model.

Here’s a sneak peek into your day-to-day:

• Customer Support: You’ll provide prompt and effective technical support to our customers via phone, email, or chat, and diagnose and troubleshoot technical issues related to web hosting.
• Issue Resolution: You’ll investigate and analyze technical problems, identify root causes, implement solutions, and escalate complex issues to the appropriate internal teams for resolution.
• Documentation: You’ll create and maintain detailed documentation, including troubleshooting steps and solutions, and contribute to knowledge base articles to assist customers and internal teams.
• Communication: You’ll communicate technical information clearly and understandably to both technical and non-technical users, and keep customers informed of the status and progress of their technical support requests.
• Product Knowledge: You’ll stay updated on product features, enhancements, and updates, and provide training to customers on the effective use of our products and services.
• Quality Assurance: You’ll ensure a high level of customer satisfaction by delivering timely and accurate technical support, and participate in quality assurance activities to enhance overall support effectiveness.
• Collaboration: You’ll collaborate with internal teams, including development and quality assurance, to resolve complex technical issues, and provide feedback on product improvements based on customer interactions.
• Continuous Learning: You’ll stay current with industry trends, technologies, and best practices in technical support, and attend training sessions and workshops to enhance your technical skills.

What we’re looking for:

• A willingness to learn and grow to higher-level technical roles.
• A helpful attitude and friendly disposition.
• Knowledge of Linux.
• Experience creating or hosting websites and a working knowledge of cPanel is preferred.
• Technical problem-solving skills.
• Experience in a helpdesk or call center environment is preferred.
• Ability to explain technical solutions in layman’s terms.

Why you’ll love working with us:

At Truehost Cloud, you’ll meet and engage with a diverse team working in the office and remotely across the world, leading to rich relationships and a great environment that supports your growth. We foster a culture of innovation and a growth mindset where the customer is king.

Here are some perks you’ll enjoy:

• Profit-sharing bonuses.
• Paid time off and company-paid holidays.
• Free VPS hosting and other hosting services.
• Paid parental leave.
• Reimbursement for certifications.
• Opportunities for professional growth through career coaching, job shadowing, peer mentoring, and company-wide training.
• Recognition for your years of service.

The pay rate for this position is $18+ hourly plus additional performance bonuses. We can’t wait to meet you! 🎉