Job description

Technician

Tier 1 (TX1), Tier 2 (TX2, Tier 3 (TX3

Miss Group is an international web hosting business that offers a range of services to the SME market, including web hosting, domain registration, VPS, complex hosting, dedicated servers, and confidential data centers located across the world. Furthermore, Miss Group offers site building, SSL certificates, and web security. Established in 2014, Miss Group has acquired over 200,000 accounts with employees working from over three continents, making it one of the fastest growing web hosting groups in the world.

Miss Group is a tight-knit dedicated team of tech savvy, fun-loving, creative employees that work together striving towards excellence. Our North American business offices are in Tulsa, Oklahoma.

We are now looking for Technicians to join our support team in systems and networking management and deployment across all Miss Group sites and systems. Come grow with us!

Key Responsibilities

PRIMARY ROLES The Technical Experience team is comprised of the following principal roles: x Technical Experience, Tier 1 (TX1) x Technical Experience, Tier 2 (TX2) x Technical Experience, Tier 3 (TX3) x Technical Experience, Manager (TXM) Each of these roles are defined in further detail below.

TECHNICAL EXPERIENCE, TIER 1 DESCRIPTION Technical Experience, Tier 1 (TX1) is an entry-level position. The primary directive for TX1 agents is to address some of the most basic and common requests for support to gain exposure and expertise in our product and service offerings, internal systems, and support procedures.

RESPONSIBILITIES x Provide customer support via phone, chat, and email x Provide initial responses to support requests x Gather and document pertinent information x Triage issues and route cases to appropriate teams/teammates x Perform research using internal and external resources x Troubleshoot customer issues thoroughly x Provide timely and accurate resolutions x Provide continual updates to customer throughout the lifetime of the support process x Investigate and resolve downtime and performance monitoring alerts x Complete scheduled maintenance and preplanned support tasks x Migrate data of new and existing customers between servers x Assist in maintaining internal systems and documentation x Upsell products and services x Process orders for new products and services.

QUALIFICATIONS x Strong communication skills x Unwavering dedication to customer service x Strong work ethic and ability to perform in a dynamic work environment x Ability to think and problem solve analytically x Keen observational ability and attention to detail x Self-motivated with a passion for curiosity and learning x Has completed Initial Training (IT) x Has completed On-the-Job Training (OJT)

TECHNICAL EXPERIENCE, TIER 2 (TX2) DESCRIPTION Technical Experience, Tier 2 (TX2) is an experienced position. TX2 agents have achieved a fundamental understanding of internal systems and procedures and are subsequently tasked with gaining a broader understanding of the underlying technologies behind our products and services.

RESPONSIBILITIES x All responsibilities of the TX1 position, plus… x Assist TX1 team members as needed.

QUALIFICATIONS x All qualifications of the TX1 position, plus… x Has achieved a minimum tenure of one (1) year x Has had no unexcused absences within the past four (4) months x Has had no written occurrences within the past six (6) months x A six-month history of satisfactory (>90%) quality assurance scores x Must complete internal application and interview process.

TECHNICAL EXPERIENCE, TIER 3 (TX3) DESCRIPTION Technical Experience, Tier 3 (TX3) is an expert-level position. TX3 agents have an in-depth understanding of all products and services, internal systems, and procedures. These agents have a firm grasp of concepts and technologies employed by the team and our customers and often have developed expertise in one or more subject areas.

RESPONSIBILITIES x All responsibilities of the TX2 position, plus… x Assist TX1 and TX2 team members as needed x Provide training and mentorship to TX1 and TX2 team members x Process and resolve escalated cases x Serve as team lead in the absence of managers.

QUALIFICATIONS x All qualifications of the TX2 position, plus… x Has achieved a minimum tenure of two (2) years x Has had no unexcused absences within the past four (4) months x Has had no written occurrences within the past six (6) months x A six-month history of satisfactory (>90%) quality assurance scores x Must complete internal application and interview process

About You:

You want to have pride in what you do and the company you work for

You love being on the go and can deliver great experiences regardless of the situation

You thrive in a fast-paced, growing mass market pushes

You are comfortable receiving and giving feedback

You have the confidence to make independent decisions

You embrace change and love to learn and grow every day

You have excellent organizational and problem-solving skills

You can manage escalations when needed. This will involve wearing many hats and jumping in to help your teammates when the needs arise

You are proactive. This role will require the ability to think on your feet and hustle through fire drill situations

You provide the best solutions and strategies to customers based on their needs

You can understand the competitive landscape. Ability to build relationships and have a strong understanding of market trends to identify product opportunities

You have a high degree of initiative, motivation, and attention to detail

You have excellent oral and written communication skills

You have excellent time management, prioritization, and follow-up skills

You have great customer service skills

Education and Experience Requirements:

High school graduate or equivalent

Additional Criteria:

ColdFusion – preferred

Lucee - Preferred

cPanel - Preferred

llS – Preferred

Linux

Windows Server

MYSQL – Preferred

MSSQL- Preferred

SmarterMail – Preferred

Must be able to work under pressure and provide guidance to Information Technology users during crisis modes

This position requires the employee to be available while on-call by phone during the entire shift apart from a lunch break.

Employment Type

Full-time

For further information contact:

Deb Moore

HR Manager – North American

Job Type: Full-time

Pay: $15.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Vision insurance

Experience level:

• 2 years

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Overtime
• Weekend availability

Work setting:

• In-person

Work Location: Remote

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