DediSolutions
http://www.dedisolutions.com

DediSolutions is currently hiring Level 1 and 2 Support Technicians to assist in supporting our shared and reseller hosting client base. Dedicated server support is not a duty of this position.

We are *not* interested in outsourced support services. If you represent an outsourced support company, do not contact us. Thank you.

Software Used
- Operating System: CentOS 4.4
- Control Panel: cPanel / WHM
- Helpdesk System: Kayako eSupport v3

Candidate Requirements
- Age 16 Or Older & Eligible To Work In The United States
- Team Player With Good Work Ethic
- Fluent In The English Language
- Good Spelling, Grammar, and Mechanics Usage
- Professional Tone In All Communications
- Polite, Respectful, and Courteous To Customers And Fellow Staff
- At Least 3 Years Experience

Available Shifts
Shift A: Midnight - 7 AM
Shift B: 8 AM - 4 PM
Shift C: 4 PM - Midnight

We can be flexible on these to within 1 hour. For example, if you wish to take Shift C but wish to do 3 PM - 11 PM, that would be allowed.

Description of Positions
Level 1 Support Tech
Pay: $1.25 Per Ticket

Duties Include:
- Answering support tickets that do not require root access to the server.
- Escalating any tickets that require root access to the Level 2 queue.
- Assist with answering posts on the support forums.
- As requested, assist with sales and billing inquiries.
- Other related duties as assigned by supervisors.

Level 2 Support Tech
Pay: $1.75 Per Ticket

Duties Include:
- Answering support tickets that do or do not require root access to the server.
- Escalating any tickets that require server administrators to the Level 3 queue.
- Assist with answering posts on the support forums.
- Assist with suspension/disconnection tasks for the Abuse Department.
- As requested, assist with sales and billing inquiries.
- Other related duties as assigned by supervisors.

Customer Service Manager
Pay: $2.25 Per Ticket (Increased depending on performance)
Shift: Monday-Friday, 9 AM - 5 PM OR 8 AM - 4 PM

NOTE: This is a management position that will make you responsible for all support staff and overseeing the general operations of the company.

Duties Include:
- Assisting Level 1 and 2 support technicians with answering tickets.
- Supervision of all support staff members
- Responsible for all sales and billing tickets
- Assist the Abuse Department as needed
- Assist management with hiring of new staff
- Respond to customer feedback, compliments, complaints, etc. on the helpdesk, our forums, and public forums
- Assist other management team members with sales, new products, policies, etc.
- Respond to forum posts made on the support forums
- Other management related duties as requested by administration

Applications Instructions
To apply, please email the following information to [email protected]

*** Please do not send attachments. Thank you. ***

- Full Name
- AIM or MSN Screen Name
- Phone Number
- U.S. State of Residence (US Applicants Only)
- Age and Date of Birth
- Position Applying For (Level 1, Level 2, CSM)
- Shift Available (A, B, or C)
- Past Experience (Company Name, Email, Phone, Supervisor -- WILL BE CHECKED)
- Personal References (Name, Email, Phone -- WILL BE CHECKED)
- Why should we hire you? (Make this good -- you need to stand out from the rest of the candidates)