Job Category: Work From Home-Full Time
What You’ll Be Doing:
- Responding to tickets generated by our customers in a timely manner
- Providing thoughtful, personalized communication to solve our customer’s issues
- Identifying and owning challenges that multiple customers face; fixing similar issues for all our customers
- Quickly learning DigitalOcean products and adapting to rapid product, process, and policy changes
- Working both collaboratively and independently within a team setting (we love Slack!)
- Creating and updating knowledge based articles
- Triaging, escalating, prioritizing, and following up with incidents or customer impacting events
- Making informed decisions to solve issues that balance the needs of customer and company
- Sharing best practices and improving your team while seeking the same in return
What You’ll Add to Digital Ocean:
- Excellent written and verbal communication skills
- Share knowledge with our team and community
- Passion for driving excellent customer experiences while providing critical account and billing expertise
- Tenacity to overcome obstacles to achieve our goals and initiatives
- Prior experience or knowledge of Escalation and Incident Management procedures
- Rigorous investigative skills and pattern recognition to help solve our customer’s current and future needs
- Identification with our brand and team culture
- Self-motivated with a great sense of responsibility
- Sound independent decision making
- A keen eye for detail
- The inclination to improve your skill set through training, personal development, and self-learning
- Basic Understanding or knowledge of some cloud technical concepts like operating systems (Linux, Windows, macOS), web servers (Apache, Nginx), web development (HTML, CSS), or networking concepts
- Experience supporting online customers, preferably in a cloud hosting environment
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To apply for this job please visit www.digitalocean.com.