We are looking for an experienced, detail-oriented technical support representative to field calls and handle tickets in our fast-paced technical support center. This position is responsible for documenting and resolving advanced trouble tickets, helping clients learn features of the Miva Merchant software, and assisting with DNS, FTP, SSL, email, and other website-related technologies. The schedule for this position is Monday - Friday, 1:00 pm - 10:00 pm EST; however, schedules are subject to change.
You will:
- Provide phone support for inquiries relating to our eCommerce software and hosting platform
- Answer phone calls and create and document detailed tickets in our ticketing system
- Demonstrate professionalism and outstanding customer service on all phone calls and email replies
- Identify and reproduce client issues, providing a complete description of the problem and resolution
- Diagnose and resolve issues that result in poor website performance, such as DDOS attacks, runaway server processes, etc
- Educate clients on best practices regarding credit card data storage and adherence to PCI/PA-DSS guidelines
- Perform other duties as assigned
You have:
- Strong communication skills and ability to articulate both verbally and in writing
- Strong analytical and problem-solving capabilities
- 1+ years of technical support experience
- A Bachelor's degree or commensurate experience
- Understanding of Linux, MySQL, PHP, and HTML/CSS
Bonus points if you have:
- Experience in website hosting, preferably in a client-facing role
- Proficiency in configuring and troubleshooting web hosting platforms (e.g., cPanel, Plesk)
- Understanding of web servers, DNS, FTP, and other hosting-related technologies
Our awesome perks!
- Remote company - work from anywhere!
- Unlimited PTO
- Maternity/Paternity leave
- Medical/Dental/Vision/FSA/Life
- 401k with company match; vested immediately
- Flexible work schedule
- Inspiring & collaborative coworkers
This is an hourly position with the ability to earn overtime, and the hourly range is $17 - $21 per hour. This information is current as of the initial date of this job posting and may be modified in the future. The actual pay determined for an individual will vary based on job-related factors such as relevant experience and/or education, particular skills, and location.
Miva is a fully remote company with employees distributed across the U.S. Our ideal candidate for this role will reside in one of the following states: AZ, CA, CO, FL, GA, ID, IL, KS, MA, MI, MO, NC, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, VT, or WA.
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What We Do
Miva, Inc. is the creator of a groundbreaking ecommerce platform which powers more conversions, better integrations, and lower total cost of ownership for a broad range of exciting American businesses. With comprehensive solutions for all facets of online selling, Miva delivers modern omnichannel ecommerce for every customer and every industry.
Recently voted one of the Best Places to Work In San Diego for the 4th year in a row, Miva is proud to offer a highly creative and inspiring work environment. Our team members include outstanding professionals from every sphere of online design and development, transcending conventional ecommerce every day with bold ideas and a deeply collaborative spirit.
With 20 years of experience and more than 100 billion dollars in orders already processed, Miva's reputation as a trusted strategic partner is unparalleled. If you are interested in launching a dynamic career at the forefront of modern ecommerce, please visit miva.com/company.
