Position: Support/Account manager
Company: Siteplus
Category: Support
Experience required: 2y
English level: fluent

Required skills

Excellent communication skills and organizational skills
Self-motivated
Proficiency in written and spoken “Business” English
Basic or advanced understanding of how the internet works
Ability to work quickly and efficiently to manage multiple responsibilities, projects, and deadlines
Adequate ability to create presentations, proposals, reports, or any other customer-facing collateral

As a plus

Experience with common hosting systems such as cPanel, Plesk, WHMCS
Understanding of the Web; including familiarity with FTP, HTTP, DNS, etc.
Experience working primarily in a customer-facing role, including support and training.
Superb troubleshooting skills that help you take big problems and break them down into manageable pieces with elegant solutions.
Familiarity with ITIL/ITSM frameworks

We offer

•  Salary fixed in USD;
• Social package (24 days per year of paid vacation, paid sick leaves);
• Friendly team and professional management;
• Many social events and parties;
• Continuing education and training;
• Friday lunches and drinks and much more...

Responsibilities

Creating and maintaining product, technical, or internal documentation.
Account ownership and accountability (with a target of 90% or higher partner CSAT)
Build and maintain effective relationships partners
Assist with new partner onboarding, training, and enablement
Full life-cycle case management
Daily, weekly, monthly reporting according to KPIs and SLAs
Identifying issues and helping to troubleshoot or resolve problems associated with customer websites, website hosting, or integrated 3rd party platforms such as cPanel ,WHMCS, Plesk, NGINX, etc.
Handling high-pressure situations and one-off projects involving complex dependencies, multiple partners, and tight timeframes.
Identify growth opportunities within your accounts and help drive new revenues.
Upsell your clients and increase customer renewal rates.
Be the cross-functional liaison between partners and other departments at Project Management, QA, Product, and Development.
Ensure a high level of customer support quality and quantity being provided
Continuously learn new skills and polish your technical background as needed

Our customer-facing support role requires a mix of functional business acumen and technical troubleshooting skills (as well as outstanding soft-skills)
You’ll be working directly with resellers in the hosting and domain industries ranging from high-profile enterprises-to-SMBs.

We are looking for people with exceptional written and oral communication skills who are at least somewhat tech savvy, accountable, and highly-organized.