Opening Positions

WebServe available opportunities in Vancouver, BC Canada:

• Web Hosting Operation Manager
• Windows System Administrator
• Windows and Unix Technical Support Representative
• Graphic Web Designer / Customer Service Representative
• Sales Customer Service / Technical Support (level I) Repetitive

Status: Closed
Job Location: Vancouver, BC, Canada
Date Updated: Sep 01/05
Employment Type: Full-Time or part time

Web Hosting Operation Manager

We require an extremely talented Web Hosting Operation Manager to play a leading role in driving sales, increasing revenue and be responsible for leading, coaching and motivating a team to achieve the company’s financial and service objectives.  Reporting to the CEO, you will be a result-oriented team player who leads by example, holds themselves accountable for performance and champions all aspects of the web hosting business. 
 

You will be responsible for management of the assigned customer service team and ensuring high productivity and efficiency with the team’s work to deliver high level of internal and external customer satisfaction. Specific areas of responsibility include maintaining departmental service levels and call statistics, assisting the Director, Customer Care in staffing of the unit, on-going coaching and monitoring. This position oversees day-to-day administration of the assigned customer service team and addresses escalations from the staff to resolve customer problems.

You will be responsible for:

• Developing processes that enhance the team’s ability to quickly and efficiently resolve issues and deal with RT.
• Driving team goals and empowering Team Leaders to achieve departmental objectives
• Developing clear processes for the team to manage customer escalations
• Overseeing and getting involved in critical customer escalations to ensure timely resolution and customer satisfaction
• Identify potential customer relations/service issues and develop proactive solutions
• Communicating and sharing with the team current projects and operational initiatives
• Developing business/sales plans and budgets
• Providing ongoing and constructive feedback to Team Leaders
• Preparing development plans for each Team Leader, assessing quarterly achievements and determining bonus payouts.
• Monitor all Customer Service Associates to maintain department service levels and high level of internal and external customer satisfaction.
• Supervise the volume of incoming calls and correspondence.
• Monitor and evaluate the quality of calls and behavior of the team members.
• Maintain and manage team objectives
• Provide strong support to the front line staff in the areas of  trouble resolution & operations including:
• Resolving escalated internal and external customer complaints.
• Resolving employee complaints
• Approving credits according to the established limits.
• Assist in the staffing of the Customer Service unit, as required.
• Ensure scheduling of regular/overtime hours is completed in a timely manner so that service levels are not compromised.
• Organizing workload and delegation of tasks in the Customer Service unit.
• Assist in the training of new staff and ongoing training of all staff.
• Conduct one to one feedback sessions with associates.
• Develop and train teams comprised of Linux and Windows system administrators and development or CSR staff.
• Responsible for all elements of the integrated campaign process: campaign strategy, list selection, campaign design, copy writing, materials production, execution and reporting
• Conduct performance evaluation of the direct reports and provide effective suggestions, constructive criticism and positive feedback on staff performance.
• Resolving escalated internal and external customer complaints.
• Resolving employee complaints

Skills required are:

• 3+ years of Call Centre and or Telecommunication management experience
• Previous sales management experience a definite asset
• Demonstrated ability to build and lead high performance teams
• Experience developing and executing on business plan/budget and program development
• Strong conflict resolution skills as well as relationship development/management.
• High level of business acumen
• A good understanding of technical related software (HTTP, FTP, SSH, EMAIL etc), knowledge of UNIX-type and Windows Operating Systems, as well as, web site management (email, web mail, Spam, virus control, content filtering).  Basic DNS, Scripting, HTML knowledge required.
• Significant knowledge of Data Center Operations and Processes
• Strong knowledge and experiences with supporting ASP customers (hosting, servers, database, development).
• Strong knowledge of a variety of hardware; strong documentation skills.
• Team orientation and excellent interpersonal skills.
• Excellent technical judgment.

If the opportunity to work in a fast paced, customer-oriented, technically challenging environment appeals to you, please apply ASAP on-line to jobs@webserve.ca  We offer a solid base salary, incentives, benefits, and an excellent work environment.
 

Thank you for your application, however, only those who are qualified will be contacted.

Windows System Administrator

Status: Open
Job Location: Vancouver, BC, Canada
Date Updated: Sep 01/05
Employment Type: Full-Time or part time

We are actively seeking a dynamic, ambitious, extremely smart and energetic individual to be member of the team that helps design, maintain and improve our production systems. If you are driven by one passion: delivering the best quality and most innovative services we can offer you a great career opportunity.

The position of Windows Administrator includes the following responsibilities:

• Installation and configuration of new servers
• Troubleshooting systems and networking issues & respond to alerts
• Monitor our production systems
• Update our network and operating systems through the application of patches, service packs and release upgrades
• Windows 2003 Active Directory administration and support
• Day to Day administration of backup and support systems
• Providing on call support
  
  Qualified applicants will be able to demonstrate and show experience in:
   
• Supporting a Windows 2003 LAN (Minimum 1 year)
• Knowledge of various emails systems
• Working with Windows Domain Controllers and Active Directory
• Troubleshooting email issues
• Comprehension of User/Group permissions on Microsoft Server products
• Ability to configure and support IIS 5.0/6.0
• Installing and maintaining MSSQL
• Fundamental networking & distributed computing environment concepts
• Configuration and troubleshooting of TCP/IP systems and processes
• .NET
  
  Required Personal Skills
   
• Qualified applicants must also be able to demonstrate the following:
• Excellent interpersonal/communication skills
• Excellent deductive reasoning & problem solving skills
• A strong desire to learn and improve
• A strong sense of responsibility and initiative
• An ability to complete task carefully and accurately
• An ability to work independently and as part of a team
• Dedication and commitment to providing continuous service for the advancement of technology
  
  
  Additional Skills
  
  The following skills are considered an asset:
   
• Hands-on experience in Network/System Administration in a software development environment.
• Knowledge of/Experience with Linux/Solaris/FreeBSD
• Microsoft Certified Professional designation
• Networking experience with CISCO switches, routers, etc.
• Understanding of network topologies and designs
• ASP, .NET, C#, VB, Cold Fusion programming Knowledge
• Exchange 5.5/2000 Administration

Qualified applicants should forward their cover letter and resume (including salary expectations) to jobs@webserve.ca . Please include a covering letter that specifically confirms the qualifications mentioned above. Only suitable applicants will be acknowledged.

Windows and Unix Technical Support Representative

• Job Description:
  The successful candidate must have a college or university degree from a recognized computer studies curriculum, have strong Windows, Unix and network troubleshooting abilities, work independently and show positive initiative.

   

  This particular position requires the individual to be well versed in the areas of server management, hosting services including HTTP, FTP, SMTP, POP3 IMAP DNS file and folder permissions, group permissions as well as group policies and active directory.

  This position involves assisting customers via E-mail, phone, and Live Chat with various technical issues, as well as some sales duties, and some scripting, web design and custom programming (this is an entry-level position from which it is possible to move into systems administration and/or programming).
   

  The individual who takes this position must be well familiar with the Internet and web hosting terms and applications, have a good technical understanding of Unix and/or Windows, especially in relation to web hosting, possess good written and spoken communication plus team-work skills, and have the ability to learn new technical concepts quickly and efficiently. The ideal candidate will also be well familiar with HTML, web-site operation, Unix and/or Windows Windows operating system and Internet/web-hosting software specifics, and have experience with Apache, sendmail, bind, custom scripting/programming, etc. A broad Internet and computing knowledge base is a notable plus.

• Your skills and experience should include:

  • Good understanding and experience Windows 2000/2003 Server

  • Excellent understanding and experience of the following on Windows platform: Active Directory File/Folder Permissions Server Management

  • Good Troubleshooting Skills Self Starter

  • Knowledge of ColdFusion server

  • Good understanding and experience with MS SQL 2000 server

  • Experience with WAN/LAN technologies and protocols, TCP/IP, VPN, Switching, backups, and structured cabling.

  • Physical network layout cabling, hubs, etc

  • Experience with Cisco PIX Firewalls.

  • Good Unix command line skill

  • Good understanding of internet protocols under Unix platform including SMTP, HTTP, DNS, FTP, POP, IMAP

  • Excellent verbal and written English communication skills

  • Good time management skills

  • Good documentation skills

• Your responsibilities will include:

  Provide phone technical support to users. Resolve and close technical support tickets and emails. Assist other staff with projects related to the following: Server management and deployment Network management and deployment Maintain and deploy managed cable system throughout organization Involve in new WAN/LAN network planning, design projects and implementations. Maintain, monitor existing WAN/LAN network structure. Backup servers Physical network layout cabling, switches, routers, hubs, etc Maintain Microsoft Windows 2000 and 2003 servers Administer hosting, ASP service Maintain a high standard of support for the customer Maintain a positive attitude, and project a high level of professionalism
   

• Nice to have:

  • Experience with Ensim, Plesk, cPanel hosting control panel

  • MCSE certified

  • Cisco CCNA certification

  • Good Knowledge of Windows scripting (Login scripts... etc)

  • Able to carry a pager during On-Call

  • Be located within 1 hr. travel to office

  • Bilingual
     

Interested applicants should contact:
To apply for a position described above, please forward your resume and salary expectations plus past pay history to:

Department: Human Resources Manager
Email: jobs@webserve.ca

Graphic Web Designer/Customer Service Representative

Status: Open
Job Location: Vancouver, BC, Canada
Date Updated: Feb 01/05
Employment Type: Full-Time or part time

We are looking for people who want a career in web design and integration who want to be the best in the business. This is an on location position only located at our corporate office in Vancouver, British Columbia. Typical work week of 40 hours.

• Job Description:

1. Design, develop and implement new web site projects by clarifying goals and functionality
2. Maintain and improve functionality on existing projects
3. Work closely with management to determine functionality, process flow, design and layout of web sites
4. Develops site navigation by categorizing content
5. Design new and alter existing graphics for use in web sites
6. Performs miscellaneous job-related duties as assigned.

• Skills: 

• 3+ years experience using a variety of markup and scripting languages including HTML, CSS, DHTML, JavaScript, XML, Perl and PHP
• Strong design portfolio with 2+ years education and 2+ years design and interactive experience coupled with demonstrated proficiency in the delivery of outstanding customer service
• Independent self-starter
• Strong spoken and written English
• Expert Level HTML, PHP, MySQL and JavaScript coding skills. Ability to hand code.
• Expert Level ASP, ASP.NET, and MS SQL.
• 2+ years experience working with graphics software such as Photoshop
• Verifiable design experience including an example portfolio of work
• Strong communication skills with both technical and non technical team members
• Experience with structured development methodologies
• Clear ability to determine and document requirements
• Flash experience
• A well-rounded understanding of graphic design and visual communication
• Expertise using Photoshop, Illustrator, Flash and Dreamweaver or Home Site is required.
• Strong understanding of software interface design Adobe tools - Photoshop, Illustrator
• Macromedia tools - Director, Flash
• Knowledge and understanding of operating principles, practices, and procedures within area of business specialty.
• Ability to work productively and efficiently to meet deadlines and quotas
• Attention to detail
• Analytical skills
• Ability to work in a team environment and fully independent
• Knowledge of customer service principles, techniques, systems, and standards.
• Knowledge of project management principles, practices, techniques, and tools.

Interested applicants should contact:

Please forward cover letter, resume and samples of design portfolio. Design portfolio submissions can be a link to a webpage.

Department: Human Resources Manager
Email: jobs@webserve.ca

Sales Customer Service / Technical Support (level I) Representative

Status: Open

• Brief:
  This is a Senior Customer Service Representative position located in Vancouver BC. Hours are Monday through Friday, 9:00 am - 5:00 pm PDT. 8 hours per day, flexibility in start times. No telecommuting.

• Responsibilities :
  Answers telephone calls, troubleshoots and answers technical and sales escalation questions.
  Adds features to accounts via billing manager when requested.
  Answers Billing tickets on the Help Desk
  Answers Help Desk tickets in Support and Info as a secondary responsibility
  Answers Help Desk tickets in Escalation
  Reads, troubleshoots and answers sales/billing emails.
  Continues development of WebServe and systems knowledge to more effectively answer calls.
  Web Host Control panel responsibilities including but not limited to: transferring accounts to different servers, changing passwords and changing primary domain

  Coordinate domain transfer requests
  Performs miscellaneous job-related duties as assigned.

• Skills:
   
  • Knowledge and understanding of operating principles, practices, and procedures within area of business specialty.
  • A+ Accreditation or equivalent experience
  • Ability to communicate effectively, both orally and in writing. (Extremely important)
  • Skill in the use of personal computers and related software applications.
  • Ability to work productively and efficiently to meet deadlines and quotas
    Attention to detail
  • Analytical skills
  • Ability to work in a team environment
  • Knowledge of customer service principles, techniques, systems, and standards.

• Nice to have:
  Accounting and book keeping experience
  Experience with online billing systems
  Experience with Ensim WEBppliance hosting control panel
   

Interested applicants should contact:

To apply for a position described above, please forward your resume and salary expectations plus past pay history to:
Department: Human Resources Manager
Email: jobs@webserve.ca