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Technical Support Analyst

Posted: October 11, 2019
Company name: cPanel
Location: Houston, TX
Country: United States
Poster represents: an employer
Hours: Full time
Onsite: yes
Description: cPanel prides itself in offering data centers and administrators around the world with top rated support, solutions to unique problems, and ongoing support when utilizing cPanel & WHM for Linux. cPanel is looking for technical analysts that will provide great customer support, solutions, and results to data centers and web hosting providers around the world. cPanel'sTechnical Analysts are part of an elite group that have graduated from standard "help desk" support to a challenging career focused on supporting a single product.

This is what the job entails:

Technical Performance: Practices the highest levels of competency, effective analysis, and documentation; uses technical knowledge to diagnose problems with systems when they occur while interacting with customers
Maintains successful customer relationships by maintaining a feedback score of 9.20 or greater
Maintains a high level of productivity
Files effective cases
Contributes to Company and Department Documentation efforts
Adheres to the policies and procedures of the company
Maintains a core daily schedule to ensure the efficient operations
Exemplifies the cPanelCoreValues of Integrity, Respect, Collaboration, and Follow-Through
Desired skills: Eligibility Requirements:

High School diploma or equivalent
One to two years of Linux/*nix/BSD system troubleshooting or a related certification (RHCE)
One year of web hosting industry experience or other related work preferred

These are the skills we need for this position:

Language skills - must be completely fluent in English and Spanish (speak, read, and write)
Oral Communication - able to speak clearly and effectively in positive or negative situations to customers and employees
Written Communication - able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation
Time Management - able to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner
Planning/Organizing skills - able to prioritize work activities, use time efficiently and work through large projects in a self-motivated manner
Adaptability - able to adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events
Computer knowledge - computer proficiency, which includes knowledge of word processing and spreadsheet software; strong knowledge of electronic communication systems; able to navigate internet competently
Problem-solving skills - able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgment on a regular basis in making decisions
Interpersonal skills - able to interact with co-workers and customers in a courteous, professional and effective manner
Math ability - able to perform basic math operations; able to apply concepts such as fractions, percentages, and rations and apply them to work-related situations
Technical Requirements: advanced technical skills which include:
Mastery of web server related technologies such as Apache, Nginx, MySQL, PostgreSQL, PHP, Exim, Dovecot and other MTAs, SpamAssassin- configuration and troubleshooting of Bind, DNS, PureFTPD, ProFTPD, Tomcat, Mailman, and SSL
Solid understanding of CentOS/RHELand their package management tools (Yum & RPM), shell commands, bash scripting, and basic Linux security concepts
Bonus Technical Skills: additional consideration given to those who have knowledge in:
Ability to compile software such as the Linux Kernel, Apache, and other packages from source code
Ability to configure and build RPM’s
Mastery of web server related technologies such as Nginx, Litespeed, Varnish - configuration and troubleshooting of PowerDNSand CloudLinux
Mastery of cPanelsoftware, configuration, and implementation
Travel - Occasional local and/or overnight travel, some by air, specific to training courses or company conferences, may be required
Special consideration will be given to candidates with the following skills:
Configuration and troubleshooting of:
Customer service experience
WebHosting experience
Website for more information: job.listings.cpanel.net
Contact information: John Syed

Comments to Ask Bjørn Hansen at ask@perl.org.