GAO - Hosting Tech Lead (HTL) is committed to providing our internal and external customers with World Class Customer Service. They pride themselves on:
- High quality support to ensure that the Customer Care team members can learn and troubleshoot our hosting products/services as effectively as possible.
- Promoting first call resolution and customer retention.
- Being the primary technical resource for call center operations.
- Ensuring that issues are identified with urgency and are managed until resolution.
The ideal candidate for this role will gain an advanced understanding of troubleshooting hosting technologies both unique to GoDaddy and also standard to the hosting world. You will have the opportunity to work with senior individuals in these roles and gather the understanding and skills to troubleshoot and maintain enterprise level environments.
Responsibilities:
- Employees will be required to provide advanced support via chat and tickets
- Employees will work with technical/product support for related departments including: Fraud, OCEO, Domain Services, Development groups and server administrators
- Success in this position would require an employee to handle escalated incidents through IRIS/Jira Service Desk
- This position would require an employee to test and assist in the resolution of system and process issues within the call center environment
- Employees will need to test and assist in providing a conduit of communication between the call center and the development teams
- The successful candidate must know how to assist management in developing approaches to address system and service challenges and opportunities
- The successful candidate must possess especially strong knowledge and be versed in GoDaddy Help, Confluence, and General Hosting Knowledge
