Web Hosting Support Engineer

NewtekOne®, ((NASDAQ: NEWT) Your Business Solutions Company®, is a financial holding company, which along with its bank and non-bank consolidated subsidiaries, provides a wide range of business and financial solutions under the Newtek® brand to the small- and medium-sized business (“SMB”) market. Since 1999, Newtek has provided state-of-the-art, cost-efficient products and services and efficient business strategies to SMB relationships across all 50 states to help them grow their sales, control their expenses, and reduce their risk.

Newtek’s and its subsidiaries’ business and financial solutions include banking (Newtek Bank, N.A.), Business Lending, Electronic Payment Processing, Technology Solutions (Cloud Computing, Data Backup, Storage and Retrieval, IT Consulting), eCommerce, Accounts Receivable Financing & Inventory Financing, Insurance Solutions, Web Services, and Payroll and Benefits Solutions.

Newtek Technology Solutions (NTS) is a key part of NewtekOne. We provide a complete range of IT managed services, secure private cloud hosting, backup and disaster recovery, and full web eCommerce solutions. NTS has specialized in helping businesses leverage technology to drive innovation for over three decades.

Our team has the expertise and experience leveraging a broad range of technology solutions and services that enable your business to operate more efficiently and securely. When working on a project with NTS, clients receive unmatched engagement experience – from concept to execution.

For more than 30 years NTS has been the IT force behind some of the most globally recognized brands. We have tens of thousands of customers across the Americas, EMEA, Asia and Australia. To accommodate the needs of our global clientele, our operations are geographically distributed throughout several missions’ critical data center. This vast range allows us to meet almost any applications proximity, common disaster recovery use case, and in-region data residency.

Our advanced proficiencies and partnerships with industry leaders including DellEMC, Microsoft, Citrix, and VMWare, just to name a few, enable companies to communicate and interact securely from work, home, or on the road.

As more and more businesses consider moving key components and other operations to the cloud, NTS is there to make the transition seamless. We support businesses on every step of the journey, from review, to design, to procurement, to installation and implementation, to ongoing support.

POSITION SUMMARY:

The Web Support Services role is responsible for professionally supporting Newtek’s customers in a responsive & respectful manner. Each day, representatives will encounter a variety of issues through multiple contact mediums (phone, chat, tickets) and will be expected to take ownership over and resolve.

Representatives will support customers who have their business technology and websites hosted by Newtek. Strong customer service communication skills are foundational to our core business goals. Representatives who service our customers will be asked to communicate clearly in both verbal and written communications.

Job responsibilities included but are not limited to:

• Resolve or assist customers with SLL installation, issues, or set up.
• Respond to inquiries and requests for assistance from our shared hosting clients.
• Process shared hosting plan upgrades and downgrades
• Troubleshoot and assist our shared customers mail issues using SmarterMail.
• Shared site and mail migrations to new environments
• Provide our customer base with clear and professional communications based on our existing SLA’s.
• Manage the customers’ expectations and deliver on the expectations you have set.
• Assist other teams as needed through overflow calls.
• Troubleshoot and assist our shared customers site level errors across multiple environments.
• Offer new or helpful products/options to improve the customer’s experience.
• Prioritize, triage and dispatch tickets to appropriate resources.
• Process abuse tickets, both internal and external

Qualifications include but not limited to:

• Maintain good attendance.
• High School or equivalent experience and a minimum of 3yrs of customer/technical service in a call center environment in a managed services industry, preferably. Associate degree preferred.
• Prior working experience in Web Support Hosting Company doing configuration, maintenance, troubleshooting, and problem solving is a Plus.
• Good understanding and ability to troubleshoot domain registration, DNS, email & SSL’s issues.
• Flexible to work within the designated work schedule as business needs change (i.e., late night, weekends, holidays, etc.).
• Must have 7+ years working with following systems and services is preferred: Smarter Mail, Microsoft O365, Windows Server, IIS, Linux, Apache, MSSQL, MySQL, ColdFusion, PHP, ASP.NET, VMware
• Previous knowledge of any of the following systems is preferred: cPanel, Plesk, WHMCS, ConnectWise

· Must possess the ability to research and investigate issues using multiple systems.

• The ability to maintain confidentiality.
• Good follow-through skills and ability to resolve issues in a timely manner.
• Good interpersonal skills and must possess a positive attitude.
• Ability to organize and manage multiple priorities in a high-volume call center.
• Ability to work independently as well as in a team.
• Must Possess professional oral and written communication skills, strong active listening skills, and possess good negotiation skills.

Are you self-motivated and looking for a job where you can be part of a collaborative team that will give you the tools for innovation and growth? If so, come join the growing and talented Support Services Team at Newtek Technology Solutions.

The position is remote working from home.

Newtek offers competitive salary and a performance-based bonus program to reward your results. We provide our employees with an excellent comprehensive benefits package including medical, dental, vision, supplemental benefits, and a 401(k) savings plan with an employer match. On-going training on sales techniques, industry, and competitive landscape to support your career growth.

Newtek is an Equal Opportunity Employer; M/F/D/V. We require all our employees to perform work in an ethical manner and uphold our Code of Business Conduct and Ethics at all times.