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Live Support Ninja

 
 

Live Support Ninjas are responsible for providing our customers with extraordinary customer service and support over the telephone and live chat. In addition to technical prowess, our Live Support Ninjas need to posses customer service skills that are way beyond average and also have an attitude and personality that makes them suited to work with people (our customers and their co-workers!) and make those people happy.

To attract the best talent and give our team members the most flexibility, A Small Orange lets its employees work from wherever they want, as long as they have a reliable, high speed Internet connection and can work reliably and be depended upon. At A Small Orange, personal and professional accountability is extremely important and starts with your work schedule and environment.

Live chat and phone support will be provided 24 hours a day, 5 days a week (Monday through Friday). Our three standard shifts are:

  • 1am to 9:30am
  • 9am to 5:30pm
  • 5:00pm to 1:30am

and all times are Eastern.

Basics: All of our Live Support Ninjas need to:

  • Must be customer-focused, and willing to do whatever it takes to resolve customer issues. Going above and beyond is the standard at A Small Orange.
  • Excellent written and spoken English. Live Support Ninjas must be quick to provide helpful and friendly answers over the phone and live chat.
  • Must be very familiar with cPanel and WHM.
  • Strong familiarity with DNS, FTP, and email.
  • Must have basic knowledge of web server technology such as Apache, MySQL, PHP, and other standard technologies.
  • Must be able to work under pressure when bad stuff happens and get the job done.
  • Multi-tasking is also a must. A Small Orange has a lot going on (including multiple brands) and Live Support Ninjas may have to do a chat and a phone call at the same time.
  • Must be able to ask customers for complete error message or derive the context of their problem if they provide insufficient information.

Bonus: If our Live Support Ninjas know this stuff already, great. If not, they'll learn it in training and on the job:

  • Advanced knowledge of any of the above technologies.
  • Command line experience.
  • Working knowledge of one or more of the following: WHMCS, Kayako eSupport, Olark Live Chat, RingCentral, and LivePerson.

Submit Your Application

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Tell us a little bit about yourself and why you're interested in this position. Please be specific.*
Tell us about your last job and what you did there. Again, being specific helps us understand your background better.*
Do you have experience creating or maintaining websites? If, so where were those sites hosted?*
Similarly, do you have any experience with cPanel? If so, from where?*
How would you explain the differences between POP and IMAP to (your non-technically savvy) grandmother?*
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