Deliver expert technical support for root server customers via phone, chat, and email, addressing escalated issues across various hosting environments including VDS, VPS, dedicated, managed, and shared hosting.Troubleshoot complex technical, billing, and account management concerns, ensuring each customer receives tailored solutions that meet their specific needs.Mentor and train team members to enhance service quality and productivity, contributing to departmental KPIs related to quality, efficiency, and revenue generation.Administer tasks related to Plesk and cPanel, Linux and Windows escalations, and network troubleshooting.Process backup restore requests and actively monitor and resolve technical bugs that enhance customer satisfaction.

Provided technical support for customers utilizing dedicated, root, and VPS server products, ensuring a high level of customer satisfaction and effective resolution of technical and billing issues.Educated customers about IONOS products, processes, and services while upselling products based on customer needs, contributing to significant revenue growth.Managed workload efficiently to meet departmental productivity goals, gaining a strong foundational understanding of web hosting concepts and protocols (HTTP, DNS, FTP, SSH, RDP).