Atlantic.Net

Interested in working for Atlantic.Net? Please see our current career opportunities listed below.

Client Support Coordinator (CSC)

Location: Orlando, Florida
Job Code: CSC
Schedule: Monday-Friday, 8:00 am – 5:00 pm and 4:00pm - 12:00am

Primary Responsibilities: Provide excellent support to customers who have technical related issues with Colocation, Dedicated Hosting, Managed Services Hosting, ISP Circuits, and Groove Services by receiving inbound phone calls, responding to trouble tickets in our help desk ticketing system, initial troubleshooting, data collection and engaging customers in our data center. You will be the liaison between the Customer and the Client Support Technician, delegating tasks to further investigate and resolve Customer issues. All CSC's are added to a rotating on-call schedule for ‘after hour’ escalations.

Essential Duties:

• Exercise professionalism and discretion when dealing with customer, company, or employee information as well as being professional and courteous when working with customers and staff members of Atlantic.Net
• Responsible for monitoring our 25,000 sq/ft data center for any power, environmental, and security related alarms. Monitoring of Cisco switches and routers, dedicated servers, collocation space, firewalls, load balancers, and other various proprietary systems as well.
• Decide whether the call is within our scope of support or is handled under a consulting agreement
• Ensure that all Customer Support Tickets are being completed on time and responding to customers in a timely manner, escalating issues to higher level or Management per predetermined escalation procedure.
• Maintain Help Desk Queues daily by assigning tickets to Client Support Technicians for completion and inputting thorough and accurate notes documenting your work
• Contact customers and send notifications regarding scheduled preventative or emergency maintenance, consulting work, and power readings
• Provide Operations Manager feedback about Client Support Technician performance and completed projects
• Other duties, projects, and responsibilities assigned by the Operations Manager are assigned based on job performance, attendance, desire, and ability to learn new technologies.

Key skill set & abilities required:

• High School Diploma (College Degree and Certifications are a plus, but not required)
• At least 2 years of experience in the IT Services Support field
• Ability to type 30+wpm
• Excellent verbal and written communication skills
• Positive, team-oriented, can-do attitude with strong work ethic and integrity
• Supreme attention to detail and proven ability to handle multiple tasks and priorities
• Ability to deliver excellent customer service to include: building rapport with the customer, ability to deescalate situations involving angry/irate customers, inspire confidence to the end user with the solutions you are delivering, remain aware of the customer’s time and level of frustration
• Fundamental knowledge of the following: FTP, EMAIL (Outlook, Evolution, Thunderbird), DNS, DNS Registration, Dial Up Networking, IMAP, Firewall software (Norton, Mcaffee, AVG), TCP/IP, Cisco Switches and Routers, Routing Protocols (OSPF, iBGP, eBGP), Iptables, IIS, BASH, OpenSwan/OpenVPN/PopTop, Apache, MySQL, Asterisk, Qmail, Virtualization, and Active Directory
• The desire to expand your technical knowledge base with current and new products
• Thorough knowledge and understanding Atlantic.net’s service plans, prices, and scope of support regarding Dedicated, Managed, and Collocated Services
• Thorough understanding of Data Center Policies and Procedures
• Familiarity with standard Microsoft Office suite (Word, Excel, Outlook) and companies accounting software (Boardtown Platypus)
• The ability to learn and adapt to new challenges and tasks required to fulfill position

Physical Demands:The physical demands described here are a representative of those that must be met by an employee to successfully perform the essential duties of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties. While performing the duties of this job, the employee is required to sit more than 75% of the day; talk and hear, more than 50% of the day. 40% or less of the day is spent standing or walking. The employee is required to use hands to type data, dial the telephone and reach with hands and arms, 85% of the time. The employee must periodically lift and/or move up to 50 pounds. Specific vision abilities that are required by this job include close vision and the ability to adjust focus, more than 50% of the time.

Work Environment: The work environment characteristics for this position are those typical of an office environment. The noise level and temperature are generally moderate.

Who Are We?

Atlantic.Net is a market-leading business data services provider known for exceptional service, simplifying complex technologies and building a brand that people trust. Atlantic.Net operates a World Class data center in Orlando Florida and helps businesses around the globe with their advanced online needs. Atlantic.Net provides Managed Server Hosting, Server Colocation and Dedicated Servers in a carrier neutral facility. The company's technological savvy and strategic acumen have been the foundation for the company's reputation and profitability since 1994. We are a Drug-Free Workplace and an EEO Employer.

If you would like to apply, please send your cover letter and resume to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it . Make sure to include which position you are applying for. You will be contacted if your qualifications meet our requirements.

Please check back occasionally for new openings!