Overview

To provide exceptional customer service to DreamHost users via social networks, primarily Twitter, Facebook and forums.  To address concerns in a timely and accurate manner, escalate issues when necessary, and follow up with customers, all while exemplifying excellent customer service and maintaining a caring, friendly attitude.  To provide Sales support with thorough understanding of the services DreamHost provides.

Responsibilities

  • Represents the public ‘face’ of DreamHost via social interaction & sales chats and tickets.
  • Provides customers a helping hand with a positive attitude.
  • Replies to customer issues across multiple social channels (Twitter, Facebook, internal and external forums).
  • Answers emails and live chats from current and prospective users inquiring about the hosting services offered by DreamHost.  
  • Spots, escalates, and tracks trending issues to the appropriate specialized teams and assists in getting them handled quickly. Provides follow up until resolved.
  • Creates bug reports for internal escalation

Requirements

  • Three years of experience in customer service or sales
  • Experience with Twitter, Facebook, and online forums; comfortable with social etiquettes and maintaining a professional public image
  • Web Hosting Experience preferred: Web site owner, designer or host.
  • Ability to perform under pressure in a fast-paced environment
  • Quick learning skills
  • Good judgment and decision-making skills.
  • Ability to explain technical matters in an easy-to-understand, step-by-step manner.
  • Ability to understand customer needs and match them to current hosting services
  • Ability to maintain patience in dealing with non-computer literate or difficult customers
  • A commitment to quality and a thorough approach to work
  • Able to work alone and also participate in group projects
  • Great communication skills with customers, supervisors and peers.
  • Typing speed at or above 45 WPM.
  • Has a general interest in Web Hosting and understands the ever evolving nature of the business and client demands.

 

 

*It is DreamHost policy to provide equal employment opportunities to all employees and employment applicants.