**Job Summary**: We are in search of an individual who is passionate about helping others. As part of our team, you will engage with web hosting customers from around the globe, embracing new experiences that will foster continuous learning and personal development.. As the **Senior Technical Customer Care Representative **you will** **provide advanced technical support to first line agents, customers, and partners to resolve issues related to web services products. **Schedule - Eastern Time (Toronto)**: - 1:00 PM - 9:30 PM, Monday - Friday **What you’ll do**: - Provide technical and operational support to Tier 1 support team - Manage Senior Agent phone queue, ensuring service levels are maintained - Handle and appropriately escalate unresolved or complex issues to higher support tiers, engineering teams, or other relevant departments for further investigation and resolution - Monitor and meet established service level agreements (SLAs) and key performance indicators (KPIs), such as response times, first-contact resolution rates, and customer satisfaction scores. - Develop a deep understanding of the company's products and services to effectively address customer inquiries and provide accurate information - Serve as a customer advocate within the company, providing feedback on recurring issues, customer pain points, and potential areas for product or service improvement **About you**: - Minimum of 1 year work experience in a customer service environment in a BPO or similar industry - Experience in supporting an internet domain and web hosting program - Excellent communication skills - Fluency in English - Track record in providing excellent service while in a Tier 1 support role - Experience providing support via phone, chats and ticketing system **What we offer**: - Work from anywhere - this is a remote opportunity - A competitive salary that values you and your unique skill sets - Career advancement & professional development opportunities to help you reach your full potential - Flexible work arrangements to support work/life balance **About us**: At HostPapa, we’ve been committed to providing a complete array of enterprise-grade cloud services solutions to every business owner since 2006. These services, traditionally out of reach to smaller businesses, are offered in a one-stop shop, making it quick and easy for customers to select the services they need to grow. We back these offerings with 24/7 award‑winning customer support in four languages. Our HostPapa family values diversity and inclusion. We have a friendly company culture built on trust and respect spanning the entire company. With the acquisition of several companies into our product portfolio within the past year, we’re growing at an incredible rate and have ample opportunities for career growth. Come join our talented team of enthusiastic, hard-working, passionate, driven people engaged in meaningful, innovative work. We can’t wait to meet you! - HostPapa is an equal opportunity employer committed to diversity and inclusion. As a multicultural organization, we encourage individual achievement and recognize the strength of our diverse team._ - HostPapa is committed to providing accommodations for people with disabilities. If you require accommodation, please let us know, and we will work with you to meet your needs. Accommodation may be provided in all parts of_ _the hiring process._ Fg9LKc0nHb