SYN Hosting has an immediate opening for on call Level 1 - Technical Support Representatives for our Web Hosting division and upcoming Dedicated Server division. These positions are remote based; however you must live in Canada with absolutely no exceptions.


Job Description

As the first point of contact for technical support questions, you will be responsible for gauging the problem at hand, troubleshooting as best as possible (without root access), and/or escalating the ticket to a systems administrator for further assistance.

The ultimate goal is to provide response times of less than 15 minutes with a resolution time of less than 30 minutes. There is no cutting and pasting of canned responses, as every client deserves a detailed and personalized response.

This is an on call position, meaning your services will not be required every day unless requested otherwise. When your services are required, you will be notified via email and/or SMS, along with the other on call representatives to ensure tickets are promptly answered.


Required Technical Skills

Solid understanding of cPanel and WHM.
Solid understanding of the x3 and RVSkin themes.
Solid understanding of Fantastico De Luxe.

Solid understanding of the most common FTP clients.
Solid understanding of the most common Email clients.

Comfortable troubleshooting FTP, DNS, POP3 and SMTP errors.
Comfortable troubleshooting HTML, PHP and SQL scripting errors.
Comfortable troubleshooting and writing various mod_rewrite rules.

Knowledgeable of the ClientExec billing software.
Knowledgeable of the Kayako eSupport help desk software.


Required Personal Skills

Ability to work under pressure and meet response times.
Highly motivated to go above and beyond to help clients.

Excellent analytical and problem solving skills.
Excellent communication skills both verbal and written.
Excellent spelling, punctuation and overall grammar.


Payment Details

$3.00 per resolved ticket (under 5 replies).
$6.00 per resolved ticket (above 5 replies).

$1.50 per escalated ticket (troubleshooting not possible).
$3.00 per escalated ticket (troubleshooting was possible).

Payment will be made via PayPal at the end of every week, unless you prefer to be paid after reaching a certain threshold to avoid extra PayPal fees.


How to Apply?

Please send an email to jobs[at]synhosting.com with "Level 1 - Technical Support Representative" as the subject and be sure to include the following information:

Resume outlining your work experience and skills.
References from actual Web Hosting companies.
Your local time zone and preferred working hours.

Thank you for your interest, but only successful candidates will be contacted for further questioning. Please note that all communication will be performed via email and not instant messaging services.