What are the responsibilities and job description for the Manager, US Server Support position at IONOS?
IONOS Inc.
MANAGER, US SERVER SUPPORT
At IONOS, the leading European provider of cloud infrastructure, cloud services and hosting services, you will work together with a wide range of teams. We are characterized by open structures, a friendly working culture and flat hierarchies with a strong team spirit. We firmly believe that work and fun are compatible, and offer you the right environment for this. Our constant growth means that we are always looking for new colleagues. Become part of IONOS and grow with us.
Job Purpose:
Lead the Server Support team in handling first, second and third level customer inquiries via phone, e-mail and chat. This position requires the person to lead a team to not only resolve customer issues as their main task, but also selling additional services during the calls. Instills a culture of ownership, resolution and customer satisfaction in the team.
Responsibilities:
Required Qualifications:
- 3-5 years of relevant technical customer service experience
- A proven internal success track record with increasing responsibility and exhibiting personal leadership qualities
- Excellent knowledge of Domain Registry and the policies associated as well as DNS
- Strong spoken and written communication skills a must
- Ability to communicate technical processes clearly to customers and coworkers
- Team orientation
- Willing to learn and adapt to new technologies in a changing environment; keep abreast of technological advancements relevant to department’s function and make appropriate recommendations.
- Maintain high levels of integrity and be able to handle confidential business and employee related situations
- High School Diploma
- Travel will be required for this role
Preferred Qualifications:
- Prior management experience either with the company or in other professional experiences preferred
- Bachelors in Business or IT related major
- Understanding of TCP/IP protocols - HTTP, DNS, FTP, SSH, RDP
- Understanding of web hosting software such as IIS and Apache
- General familiarity with call center phone systems/routing/queues
- Web programming, including PHP, ASP, ASP.NET, MySQL and MSSQL
- German language skills a plus
- Skill in web design and web hosting environment
Physical Requirements and Working Conditions:
- The ability to perform the essential responsibilities of this job in our Philadelphia office on a hybrid basis.
- The ability to use a computer and telephone for extended periods of time to communicate, create, and access information.
- The ability to regularly sit or stand for extended periods of time
- The ability to travel domestically and/or internationally on occasion as required.
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this position. This job description is subject to change, but remains in effect until superseded in writing by the Company.
Equal Opportunity Employer. We do not discriminate on the basis of any status protected by law.
Job info
Location: Philadelphia
Type: Full-time
Category: Customer Service / Customer Management
Reference ID: 1245
About IONOS
IONOS is the leading European digitalization partner for small and medium-sized businesses (SMB). The company serves around six million customers and operates across 18 markets in Europe and North America, with its services being accessible worldwide. With its Web Presence & Productivity portfolio, IONOS acts as a 'one-stop shop' for all digitalization needs: from domains and web hosting to classic website builders and do-it-yourself solutions, from e-commerce to online marketing tools. In addition, the company offers Cloud Solutions to enterprises who are looking to move to the cloud as their businesses evolve.
We value diversity and welcome all applications - regardless of, for example, gender, nationality, ethnic or social origin, religion, disability, age as well as sexual orientation and identity, physical characteristics, marital status or any other irrelevant factor subject to applicable law.
IONOS SE
Recruiting Team IONOS
Hinterm Hauptbahnhof 3-5
D-76135 Karlsruhe
Jobs@ionos.com
