Technical live support to international customers (mainly UK based clients)
Admin support to technical advisors in UK and Pakistan. Handling of customers correspondence, complaints and inquiries.
Handling local clients in terms of support.
Train support staff for Technical/Sales support and new technologies for websites.
Sales and promotions of domain registration and hosting setup
Generating Sales lead for staff.
Leading support staff to hit for more sales.
Make sure all support staff works as a team and all issues are resolved completely.
Perform diagnostics and troubleshooting of hosting issues, documented help desk tickets/resolutions.
Accounts, Invoice editing for customers and managing orders.
Manage all staff duties roaster, staff replacement (In case if someone is absent)
Chats/Email ticket valuations to ensure that all chat support staff are providing quality chat support and resolving all issues.
Check sales on monthly basis and reward bonus/commission on sales.
Distribute tasks among the staff and provide tool and tips to perform their tasks accurately.
Chasing renewals via email/SMS and creating new strategies to chase down unpaid renewals for previous months.
Clearing and maintaining remittances
Direct reporting to directors about daily enhancements and queries.

Assisting clients with troubleshooting web hosting technical problems.
Effectively responds to clients concerns and queries with courtesy and professionalism on live chat support.
Replying Customer tickets, email queries about their hosted sites, free accounts, sales, domain transfers.
Assist customers for web application (Wordpress, Joomla, Opencart etc) issues like installation, configurations
Hosting creation on domain for website building
Browsing
Managing DNS systems
Helping customers configure SMTP/POP email settings, File Transfer Protocol, databases, website statistics, domain/web forwarding, spam control, dial up, and general software configurations.
Resolve complex customer issues related to hosting control panels i.e. Plesk, cPanel, vesta and WHMCS.
Perform any other duties as assigned by management.
Coordination with other concerned departments like Customer Services Support, Finance, Admin and Sales.
Server maintenance.
Server migration of domains and hosting, helping to setup a platform to support this function.

HTTP Servers Testing: Testing the web servers manually by browsing websites into different browsers (Internet Explorer, Mozilla Firefox, and Opera)
FTP Servers Testing: File Transfer Protocol manual testing to establish that the clients are able to upload their web pages to all the web hosting servers on Freezone. The manual testing is performed through FTP clients (Cute & Smart FTP software).
Mail Servers Testing: Manually testing the functionality of the mail exchange servers, free servers, POP Servers (MX, SMTP, Auth-SMTP Servers) by sending receiving emails through email clients like Outlook, Thunderbird, and web based email.
Control Panel Access: Testing the Control Panel access through secure ports, so that the clients are able to access their domain control panel.
Domain Migration: Helping system administrators (S.A) in migrating and establishing the active websites.
Nagios: Using Nagios, the leading web server/services monitoring tool. Monitoring the availability of services on HTTP, FTP, and mail servers. Validating any failed web hosting services. Reporting or taking action myself as necessary in critical situations. Commutating with the staff as per any outage which may occur.
Email & Document Management: Sorting and forwarding all emails sent to Freezone Internet internal email addresses, to their respective departments/staff using the thunderbird mail client.
Other Tasks: Rebooting the servers. Rebooting the services. Informing web/system administrator and/or directors in case of any identified problems with the servers. Reporting to the directors regarding critical outages and suggestions on avoiding them.