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WHMCS Technical Analyst
Summary
Title:WHMCS Technical Analyst
ID:918
Department:Support
Location:Houston, TX
Description

WHMCS prides itself in offering data centers and administrators around the world with top rated support, solutions to unique problems, and ongoing support when utilizing WHMCS for Linux.   We pride ourselves on providing industry leading support to our users and are seeking technically savvy support persons to join our customer service team.  We're looking for people who are passionate about helping customers, resolving issues & queries, ideally with the ability to review & understand PHP code to be able to troubleshoot more advanced cases as effectively as possible.


This is what the job entails:

  • Technical Performance:  Practices the highest levels of competency, effective analysis, and documentation; uses technical knowledge to diagnose problems with systems when they occur while interacting with customers
     
  • Maintains successful customer relationships by maintaining a feedback score of 9.00 or greater
     
  • Maintains a high level of productivity
     
  • Contributes to the company's and department's documentation efforts
     
  • Responds to forum posts
     
  • Provides support via our support desk
     
  • Offers solutions to customer problems and requirements
     
  • Adheres to the policies and procedures of the company

 

These are the skills we need for this position:

Oral Communication - able to speak clearly and effectively in positive or negative situations to  customers and employees

Written Communication - able to communicate effectively in all written work, utilizing proper grammar, spelling, and punctuation

Time Management - able to use time effectively in an unsupervised fashion, pursuing other activities when regular duties have reduced volume; able to complete projects in a timely manner

Planning/Organizing skills - able to prioritize work activities, use time efficiently and work through large projects in a self-motivated manner

Adaptability - able to adapt to changes in the work environment, manage competing demands and able to deal with frequent change, delays or unexpected events

Computer knowledge - computer proficiency, which includes knowledge of word processing and spreadsheet software; strong knowledge of electronic communication systems; able to navigate internet competently

Problem solving skills - able to identify and resolve problems in a timely manner, gather and analyze information skillfully; able to apply independent judgement on regular basis in making decisions

Interpersonal skills - able to interact with co-workers and customers in a courteous, professional and effective manner

Math ability - able to perform basic math operations; able to apply concepts such as fractions, percentages, and rations and apply them to work related situations

Technical skills - advanced technical skills which include:

  • PHP and MySQL Troubleshooting/Debugging
  • Installation and configuration of PHP Applications on Linux and Windows.
  • Experience with IONcube loader and troubleshooting.
  • Experience with troubleshooting payment gateways and applications that utilize APIs.  
  • Mastery of web server related technologies such as:  Apache, MySQL, PostGresSQL, PHP, Exim and other MTAs, Spam Assassin - configuration and troubleshooting, Bind, NSD,DNS, PureFTPD, ProFTPD, Tomcat, Mailman, mod_mono, SSL, Frontpage
  • Mastery of Linux related technologies such as: CentOS, RHEL, Shell commands and procedures
  • Advanced use of package management systems such as Yum
  • Ability to compile software such as the linux kernel, apache, and other packages from source code
  • Mastery of WHMCS software, configuration and implementation,

Education/Experience 

  • High School diploma or equivalent;
  • One to two years of Linux system troubleshooting or a related certification (RHCE);
  • One year of web hosting industry experience or other related work preferred
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