My name is Ayden Winter, CEO of Renaissonce Interactive Media, a yet-to-be released webhost. We are currently after support staff paid on a per ticket basis and chat basis. We consider 1 ticket to be one initial responce and up to three (3) subsequent responces. We measure chat sessions on a per chat basis, being paid per 15 minutes as you generally would be waiting several minutes per responce.
The software we use is Cpanel/WHM for control panel, whoiscart for billing and help centre live for support. This compromises both chat and tickets.
All tickets/chat should cover the following :
STANDARD TECHNICAL SUPPORT
"Standard Technical Support" includes handling queries from clients based on the following issues. Please note that Standard Technical Support does not include any system maintenance such as installing and upgrading software, or making configuration changes which affect more than a single website.
» Uploading and access problems
» File system and file naming issues
» File permissions and ownership
» FrontPage publishing problems
» Virtual host configuration issues
» Secure server (SSL) access and use
» Server side includes (SSL)
» Using .htaccess files to override default configuration
» Log file interpretation
» Understanding reports from common statistical programs
» Supported software includes: Apache, Xitami, Zeus, mod_ssl, Apache-SSL and others
» Mail sending and receiving problems
» Interpreting mail logs
» Autoresponders, aliases and redirects
» Common mail software setup (e.g. Outlook)
» Anti-spam and anti-virus measures
» Mail blocking and filtering
» SMTP authentication
» Supported mail systems include: Sendmail, Qmail, Exim, Postfix, Procmail, Clam AV, MIMEDefang, SpamAssassin
» Control panel access issues
» Problems with using your control panel
» Supported control panels include: Ensim, Plesk, H-Sphere, CPanel and others
Security and Passwords
» Troubleshooting login problems
» Resetting client passwords
» Using an existing firewall to block IP addresses
» Hosts.deny blocking
» Using .htaccess/.htpasswd to password protect and block access to directories
» Denial of Service (DoS) procedures
» Account order screening
» Interpreting log files
DNS and Domain Names
» Zone file modification (for MX and A records etc.)
» Domain parking issues
» Testing domain name resolution
» Supported software includes: BIND, PowerDNS
FTP and Other Data Transfer Issues
» Connecting to your server with FTP software
» Troubleshooting FTP connection problems
» Interpreting FTP transfer logs
» Supported server software includes: ProFTPD, PureFTP, vsFTP, WU-FTPD
» Secure server (SSL) access and use
» GPG key setup and basic encryption/decryption
» Basic support for problems your customers have using your shopping cart software, if you provide appropriate
» Advising customers how to accept credit card payments online
» Installation and re-installation of FrontPage server extensions
» FrontPage publishing and access problems (server-side issues)
» FrontPage extension corruption issues
» FrontPage and .htaccess conflict issues
General CGI Programming Issues
» CGI script execution problems
» Common scripting languages - Perl, PHP, ASP
» Basic support for installing and using common CGI scripts - e.g. FormMail, Guestbook etc
» Use of CGI wrapppers such as suExec and CGIWrap
» Determining what features are supported - such as Perl modules, PHP features, system utilities etc
Linux and Unix
» Shell access (SSH and Telnet)
» User and group quota problems
» File permissions and ownership (chmod and chown)
» File/directory locations
» Common commands and tools
» Restarting Services (e.g. Web Server)
» Supported platforms: All Linux distributions (RedHat, Debian etc), FreeBSD, OpenBSD and most common Unix platforms
SERVER ADMIN TASKS
You can answer sales queries for us, as long as the queries can be reasonably addressed through clear and concise material on our website or in other clear and concise documentation we provide to you.
You can answer billing queries for us, as long as the queries can be reasonably addressed through clear and concise material on our website or billing system, or in other clear and concise documentation we provide to you.
You should speak good english, preferably as a first language. We are not concerned as to what country you are located in.
Your internet connection should be fairly fast.
You should be available for a reasonable amount of time per day.
Who we are and what you'll do
We're a webhost after staff to answer our presales and after sales questions. Our reseller plans provide support for their clients so we require you to support them as well.
For tickets, we require you to respond within 30 minutes of the ticket being started. This should be resolved within 4 hours, notifying the customer if you are resolving the issue. We are open to pay amounts, however we will pay per ticket. We would prefer to pay US $0.55 per ticket, with bonuses such as free webhosting, however we are open to various amounts depending on your skills.
For chat sessions
With chat sessions, we require you to be clear, consice and good with spelling/grammar and to respond quickly. We are open to pay amounts, however we will pay per ticket. We would prefer to pay US $0.25 per 15 minutes capped at US $0.50, with bonuses such as free webhosting, however we are open to various amounts depending on your skills. We are not after per hour staff.
How many tickets/chat sessions we need
As a new startup, we probably won't need that many to begin with. But with our resellers, this could jump very quickly!