Job Description:

Account Manager – Web Hosting Company

Working Hours: Sun-Thu 9am-6pm.

Probation period: 6 months

Duties and Responsibilities:

· The duties of the CRM are both sales & technical and include the management of the complete life cycle of the customer from ordering to support to follow ups.

· Responsible for the daily operations of the technical support helpdesk (ticket system)

· Answer phone calls and emails with technical issues from current customers and logging a helpdesk ticket

· Manage customers’ accounts through the internal web system (WHMCS)

· Be present on the live chat (website) to assist customers with technical issues (level 1, 2,3) also be present on the internal phone system.

· Have the knowledge and understanding of how Linux/Windows web servers are run

· Understand the different web server types, operating systems, control panels (cpanel, plesk) and how to manage them

· Understand basic SSH commands & RDP tools

· Ability to setup a brand new servers from scratch using root details (install, harden, setup, maintain)

· Ability to security harden, tweak and analyze server issues

· Ability to search for spamming customers, resolve IP blacklist issues and manage server IP blacklist and outgoing SMTP issues

· Work with server/data center providers to setup servers, resolve major issues over all keep the servers healthy and updated to the latest standards

· Ability to setup shared, VPS, Cloud and dedicated hosting packages

· Understanding & setup of the new cloud technologies such as VMware, XEN, KVM, Hyper-V, Amazon EC2 (and others), DigitalOcean, Google Cloud, Microsoft Azure, etc

· Understanding of common software such as Wordpress, Joomla, email marketing, etc

· Be responsible for the full technical operations of all servers and systems in the company

· Be able to work alone, or from home (when needed), independent when other team members are away and proactively respond to customers and fellow employees.

· Consult & suggest to the management on new tools, software and hardware available in them market.

Knowledge, Skills and Abilities required:

· Superior use of internet, SSH, RDP, Email, Domain names, DNS, IP addresses (v4,v6), DNS Zone file

· Superior knowledge of CentOS, Ubunto, Windows, etc

· Experience using different web servers, email servers, VPS, Cloud, Dedicated, etc

· Cloud experience to setup, load balance, geo balance, failover setup, etc

· Experience with web server security, email spamming, resolving hacked websites, hardening website code and web servers.

· Experience working in a web hosting company

· Strong interpersonal and communication skills.

· Strong analytical and problem solving skills under pressure.

· Knowledge of customer service standards and procedures.

· Ability to create, compose, and edit written materials – technical knowledge base for customers.

· Strong English (both spoken and written). Arabic and other languages are a bonus.

Bonus/Extra Skills:

· Graphic Design skills

· A minimum of 1 years in e-commerce, website design, basic programming

· Experience in php, html5, mysql, asp, .net and mssql

· Prior experience in IT customer support, hosting companies.

· Entrepreneur spirit

Note: Training will be provided during the first month

What do you get in Return:

· Work in one of the largest and fastest growing web hosting and domain registrar company in UAE – started as a startup by passionate entrepreneurs who run the business on daily basis

· Be a part of a reputable and respected, award winning web hosting/domain registrar in the region

· Participate with the management in trade shows, exhibitions and travel (Europe, USA)

· Unique freedom to work anytime, from any location and wear shorts and flip flops to work

· Serve some of the largest customers in the UAE from government, realestate and high profile businesses

· Become a share/equity holder in the company if you bring your ideas/business, etc

· No formal employer/employee relationship – we are all friends sharing the same passion

· Market based salary package with frequent bonuses

· High growth rate if you prove yourself within 1-2 years

· UAE Residence Visa

· 1 Month yearly holiday

· Annual Return ticket to home

· Health Card