Job Information
A2 Hosting L2 Support Specialist - Linux - Remote in Ann Arbor, Michigan
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
Research shows that women and people from under-represented groups often apply to jobs ONLY IF they meet all of the qualifications. However, no one ever meets 100% of the qualifications, nor should they. A2 Hosting focuses on hiring people, not just skill sets, and encourages you to apply, even without meeting every qualification. We look forward to your application. A note on the location: Aside from our data center team, A2 Hosting is a fully remote organization with a globally distributed workforce. With that, there is a lot of flexibility on where our team members can work, although there may be position specific limitations or requirements for the role. Additionally, since each state in the US operates as an independent entity, companies must have business licensing to hire in each state. Because of that, A2 Hosting is not able to hire in all states. At this time, we are licensed to hire in the following states: AR, AZ, FL, GA, IN, KY, MD, MI, NC, OH, OK, OR, PA, SD, TX, UT, VA, VT, and WI.
US-based candidates who do not reside in one of the above states are unable to be considered for employment at A2 Hosting. Why Work for A2 Hosting:
A2 Hosting provides a collaborative and team-focused work environment with a focus on training and development for all of our team members. We strive to promote from within, provide growth opportunities, and encourage our team members to embrace the curious and passionate core values that drive us forward. Additional benefits, based on location, are below: Benefits for ALL Team Members, regardless of location:
Generous amount of Paid Time Off (PTO) hours, available DAY 1!
The ability to work from home; positions are 100% remote (aside from our data center team)
Paid parental leave
Free hosting services (we want our team to see why we're the best!)
US Specific Benefits (for US based team members only):
Subsidized health insurance - A2 Hosting pays a substantial portion of insurance costs for our team members
Low-cost, high coverage dental and vision insurance options
Company-matching 401(k) plans (Traditional and Roth available)
Company-sponsored life and disability insurances
About A2 Hosting: In 2001, our CEO, Bryan Muthig, started A2 Hosting from a two-room office in Ann Arbor, Michigan. With a mission to help the world succeed online, he wanted to make it easier for people to thrive on the internet. Fast forward to over two decades later, Muthig has used his passion and strong technical background to build a globally recognized web hosting company, with data centers all over the world. Even with this growth, A2 Hosting hasn’t strayed far from our roots. Today, with almost 200 passionate team members around the globe, we use our knowledge, skills, and resources to help our clients bring their digital visions to life every day. Continuously driven by our core values, we focus on creating world-class customer service interactions for new and current clients, regardless of their technical expertise. That passion, paired with continuous curiosity and desire to provide fast, user-friendly service, is the reason we have been successful for the last 20 years. Ready to bring your passion to the team? Apply now, we look forward to speaking with you.
FOR US-BASED CANDIDATES: A2 Hosting is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.
E-Verify Participation Poster E-verify Right to Work Poster
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