Open Web Hosting Career Positions

A2 Hosting is currently looking for Level 2 Support Specialists to join our team! The Support Specialist is responsible for functioning as a mentor and swarm team leader to our Support Generalists. As a highly skilled team member in the Support department, the Support Specialist is expected to excel at their role as both a mentor and a functional member of the support team.
 

We are currently hiring for three (3) open shifts:
12:00am – 8:00am ET shift
8:00am – 4:00pm ET shift
4:00pm -12:00am ET shift
All shifts will include a minimum of 1 weekend day (Saturday and/or Sunday)
 

Working alongside a team of passionate professionals and leaders, the Support Specialist will be an integral part in ensuring that A2 Hosting is a leader in customer-focused web hosting services.
 

What you’ll do:

• Act as a mentor and role model for support generalists by providing guidance, and technical advice, and taking over escalated tickets as needed
• Participate in swarm tickets, providing advanced expertise and support to team members in a collaborative environment to ensure quick resolutions
• Process customer service requests of medium to high complexity in accordance with company procedures and productivity requirements
• Ensure team success by assisting as needed with the general support queue as well as more advanced job duties of the support team leads
• Maintain consistent and reliable attendance according to company and department policy to help ensure proper staffing levels

Skills you have: 

• A minimum of 2 years of relevant customer service experience in the web hosting industry required
• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different and complex situations
• Previous experience with cPanel hosting environments required, cPanel University Certification a plus
• Strong understanding of the Linux command line
• Experience with optimizing PHP, MySQL, and configurations
• Solutions-oriented with strong analytical and problem-solving skills
• Effective time management skills including multitasking and prioritization

Additional Requirements for A2 Hosting Internal Candidates:

• A continued productivity score of 4 items or better completed per hour
• Consistent and Reliable attendance

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• Provide solutions to moderately technical issues from internal business units
• Monitor the A2 server farm for stability and take proactive and reactive measures to correct and prevent system issues
• Work together with our support teams to resolve any customer impacting server issues.
• Document system incidents for follow up
• Work closely with other internal departments on the best practices for monitoring and resolving issues when alerts are received
• Add, modify and remove monitoring checks as business needs change
• Perform related duties as assigned, within scope of practice, to ensure individual, team, and organizational success
   

• 2+ years of Linux (CentOS/RHEL) System Administrator experience required
• Experience writing basic shell scripts to help automate routine tasks
• Exceptional verbal and written communication skills; ability to read, write, and speak effectively in English to communicate technical information with team members, customers, and leadership
• The ability to read technical documentation and execute commands based on a troubleshooting guide
• Basic troubleshooting knowledge in web hosting software such as Apache, MySQL and Exim in a CLI (SSH) interface
• Ability to work on your own or as a team in a fast paced and constantly changing environment.

• A minimum of 6 months in current role
• Proven record at A2 Hosting of good performance and a history of proactive communication
• Experience with developing clear and concise documentation in current role

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A2 Hosting is currently looking for an experienced and passionate Customer Experience Specialist to join our dynamic and fully remote Support department! 

The Customer Experience Specialist is a highly skilled customer-service expert, responsible for creating a seamless onboarding experience for potential and new customers by answering questions, providing recommendations, and assisting with technical account set ups. This position is technical in nature and previous web hosting experience is required for this position.

In this role, from the comfort of your own home, you will play a crucial role in ensuring that A2 Hosting is a continued leader in customer-focused web hosting services. 

Current Available Shifts

• Tuesday-Saturday and Sunday-Thursday schedules, all shifts available
• This role requires schedule flexibility across 7 days, including weekends, and availability to work varying shifts based on business needs

Key Responsibilities

• Act as first point of communication for our clients, providing consistently outstanding customer support via email ticketing, live chat, and over the phone
• Educate current and potential clients about A2 Hosting product offerings, providing recommendations for services and products as it would benefit the customer’s needs
• Assist clients with technical components during account setup, including but not limited to:
  • submitting migration requests
  • setting up domains and SSL certificates
  • assisting with email account set ups
• Collaborate with internal teams to ensure a seamless onboarding experience for the customers

Experience you have:

• 4+ years of experience in providing an exceptional customer experience in technical support required, preferably in web hosting
• 4+ years of experience in delivering support across multiple channels, including email ticketing, live chat, and phone
• 4+ years experience working directly with web hosting technology, including CMS platforms, LAMP, SSH, etc.
• Expert ability to read, write, and speak effectively in English through ALL utilized channels (email tickets, live chat, and phone)
• Experience using different Content Management Systems such as but not limited to WordPress, Joomla, Drupal & Prestashop required
• Experience working with WHMCS and WP-CLI a plus
• Experience in a remote work environment strongly preferred
• cPanel Certified Partner Accreditation (CPCP) a plus

• 2+ years of tenure at A2 Hosting, with a minimum of 6 months in your current role
• A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
• Strong knowledge of the different A2 Hosting products with experience utilizing our internal support department tools

Who you are:

• Strongly customer aligned- you engage clients with professionalism and empathy at all times
• Solutions oriented with strong problem solving skills- You LOVE troubleshooting, diagnosing, and resolving problems 
• Organized and agile – You thrive in fast-paced tech support environments where you are frequently multitasking
• Team focused- You enjoy working with peers to collaborate, communicate, and problem solve
• Tech savvy and Curious- The ever-changing world of technology is exciting to you and you are eager to learn and explore new skills

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Working alongside a team of passionate professionals and leaders, the Technical Support Supervisor will be an integral part of ensuring that A2 Hosting is a leader in customer-focused web hosting services while supporting the support team as a whole. 
 

• 8:00am – 4:00pm US Eastern Time, at least one weekend day required

What you’ll do:

• Oversee day-to-day contact center duties focused on team and shift operations, including scheduling and shift management, approving time cards, and monitoring queues to ensure smooth workflow and adherence to organizational standards
• Act as a mentor and role model for team members within the Support department by providing guidance and technical advice, and handling customer escalations as needed while reinforcing our mission and core values
• Track and manage the productivity and performance results of support team members
• Develop and execute monthly coaching plans for team members with a focus on career development and performance
• Prioritize coaching by fostering regular communication, nurturing strong interpersonal bonds, providing constructive feedback, and emphasizing skill enhancement
• Manage ongoing career development and training of team members through onboarding, performance reviews, coaching, and disciplinary actions as needed
• Create and present comprehensive business reviews that provide KPI stats, team insights, and additional information that can assist with both short and long-term strategic planning
• Provide a continuous feedback loop to the Support leadership team regarding performance, blockers, achievements, and opportunities
• Take proactive responsibility for addressing obstacles and difficulties as they emerge; actively seek resolutions while prioritizing open and transparent communication with all stakeholders
• Foster a strong customer-focused mindset within the team by engaging with customers to foster positive relationships and enhance overall satisfaction

Required Experience

• A minimum of 2-4 years of team leadership experience required, including supporting motivating, and guiding a high-performing team; preferably in a customer-service-based technical support organization
• Prior experience in coaching team members is required; certifications or familiarity with well-known coaching standards are a plus
• A minimum of 2 years of relevant customer-service experience with omni-channel queue management is required
• Experience in web hosting with the ability to troubleshoot, diagnose, and resolve web hosting-related issues strongly preferred
• Experience in a remote work environment, ideally with a globally dispersed team, is very strongly preferred

• Ability to read, write, and speak effectively in English to communicate technical and potentially complex concepts to clients and team members through all utilized channels (email tickets, live chat, and phone)
• Ability to maintain a high level of professionalism and empathy while interacting with and assisting customers, team members, and others within the organization
• Effective time management skills with the ability to thrive in a fast-paced technical support environment
• Exceptional interpersonal skills with the ability to support, motivate, inspire, and guide a high-performing team
• Solutions-oriented with strong problem-solving skills, the ability to troubleshoot, diagnose, and resolve problems in a professional and empathetic manner
• Comfortable with learning new technical skills and adapting to new technologies/software
• CPCP and/or CWA certifications are a huge plus
• Hands-on experience working with WHMCS preferred
• Professional experience working in an Agile environment preferred, Jira experience a plus
• Basic understanding of, or professional exposure to, process improvement and project management methodologies a plus

• A minimum of 6 months tenure in current role with positive feedback from current supervisor
• A proven record at A2 Hosting of good performance and a history of proactive communication; experience with cross-department collaboration a plus
• Formal supervisory/leadership experience may be waived for internal candidates who have demonstrated high levels of unofficial leadership, team motivation, and collaboration in their current roles
• Intermediate knowledge of the different A2 Hosting products with experience utilizing support department tools
• Support-department specifics:
  • A Quality Assurance score of 95% or higher
  • A continued productivity score of 4 items or better completed per hour
  • An overall CSAT score of 92% or higher
  • Consistently in the top 20% of QA scores within the department

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Are you passionate about delivering world-class customer service? Do you have web-hosting experience and a desire to work remotely? If so, you could be the perfect candidate to join A2 Hosting’s fully-remote Support team as an L1- Support Generalist.

As a member of our Support team, you’ll be at the forefront of providing exceptional customer service to our valued clients. You will be the friendly face behind the scenes, assisting customers via email, phone calls, and live chat, all while making an impact to our customers and their online web presence.

Working alongside a passionate and curious team, our Support Generalists play a crucial role in ensuring that A2 Hosting is a continued a leader in customer-focused web hosting services.
 

We are currently hiring for 4 PM – 12 AM and 8 AM – 4 PM Eastern Time Shifts – all schedules will include one weekend day. 

What you’ll do:

• Provide outstanding customer service to customers by assisting with basic support inquiries via email, live chat, and over the phone 
• Review and process incoming and/or flagged orders in accordance with company procedures
• Initiate the swarming collaboration process and actively participate in developing solutions
• Escalate complex inquiries as necessary to ensure positive outcomes for customers
• Meet and maintain the set productivity requirements for the role during each shift

Skills you have: 

• A minimum of 1 year of related customer-service experience in a technical support capacity, web hosting experience strongly preferred
• Strong ability to read, write, and speak effectively in English to communicate technical and complex concepts to clients and team members
• Strong customer-focused mindset with the ability to adapt to different situations
• Experience with cPanel and WHMCS strongly preferred; proficiency with computers with the ability to efficiently learn new software required
• Solutions-oriented mentality with strong analytical and problem-solving skills

3 Reasons you should apply:

• You are curious and enjoy finding solutions 
• You enjoy connecting with customers 
• You collaborate well with others
   

**All applicants should have a reliable high-speed internet connection and provide their own computer and work space**

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