We are looking for an experienced, detail-oriented technical support representative to field calls and handle tickets in our fast-paced technical support center. This position is responsible for documenting and resolving advanced trouble tickets, helping clients learn features of the Miva Merchant software, and assisting with DNS, FTP, SSL, email, and other website-related technologies. The schedule for this position is Monday - Friday, 1:00 pm - 10:00 pm EST; however, schedules are subject to change.

You will:

Provide phone support for inquiries relating to our eCommerce software and hosting platform
Answer phone calls and create and document detailed tickets in our ticketing system
Demonstrate professionalism and outstanding customer service on all phone calls and email replies
Identify and reproduce client issues, providing a complete description of the problem and resolution
Diagnose and resolve issues that result in poor website performance, such as DDOS attacks, runaway server processes, etc
Educate clients on best practices regarding credit card data storage and adherence to PCI/PA-DSS guidelines
Perform other duties as assigned

You have:

Strong communication skills and ability to articulate both verbally and in writing
Strong analytical and problem-solving capabilities
1+ years of technical support experience
A Bachelor's degree or commensurate experience
Understanding of Linux, MySQL, PHP, and HTML/CSS

Bonus points if you have:

Experience in website hosting, preferably in a client-facing role
Proficiency in configuring and troubleshooting web hosting platforms (e.g., cPanel, Plesk)
Understanding of web servers, DNS, FTP, and other hosting-related technologies

Our awesome perks!

Remote company - work from anywhere!
Unlimited PTO
Maternity/Paternity leave
Medical/Dental/Vision/FSA/Life
401k with company match; vested immediately
Flexible work schedule
Inspiring & collaborative coworkers

This is an hourly position with the ability to earn overtime, and the hourly range is $17 - $21 per hour. This information is current as of the initial date of this job posting and may be modified in the future. The actual pay determined for an individual will vary based on job-related factors such as relevant experience and/or education, particular skills, and location.

Miva is a fully remote company with employees distributed across the U.S. Our ideal candidate for this role will reside in one of the following states: AZ, CA, CO, FL, GA, ID, IL, KS, MA, MI, MO, NC, NJ, NV, NY, OH, OR, PA, SD, TN, TX, UT, VT, or WA.

Miva is a leading eCommerce software dedicated to empowering enterprise merchants and agencies with a state-of-the-art online storefront. To date, Miva software has powered over $100 billion in online sales for retailers worldwide.

Our success and the success of our clients are driven by high-performing teams of talented professionals. By creating a culture in which passion, ingenuity, and collaboration are rewarded, we have become the driving force for the advancement of independent commerce.

Miva is backed by Equality Asset Management, a private equity firm who is committed to supporting Company growth.

Miva has been named a Best and Brightest Company in 2018, 2019, 2020, 2021, 2022, 2023 and 2024.

Miva, Inc. is an Equal Opportunity Employer.

Read Miva's Applicant Privacy Notice Here.

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