Product Support Specialist II

j2 Global
Essington, PA
Jun 17, 2017
Jobs Outside Higher Education
Other Jobs Outside Higher Education
Institution Type
Outside Academe

Job Description

Job Summary:

Excel Micro is a j2 Global® company focusing on Cloud based email security services for businesses. It offers a unique environment that fosters individual growth and rewards performance, while offering the benefits and opportunities of a successful global Cloud company. The work environment is fast-paced, challenging, and fun. You will be working in the technical support environment in the innovative cloud services arena focusing on our Email Security products, Spam Filtering, Email Archiving, Email Encryption, Web Security etc.

Job Duties:
  • Respond to email tickets, phone calls and live chats to assist customers with a broad range of email services.
  • Escalate issues to senior technical staff and respond to the customer when escalation resolutions are available.
  • Track incidents in help desk ticketing system
  • Perform various other assigned tasks, such as documentation creation, staff and customer training, process improvement, product testing etc.
  • Pre-sales product support when required.
  • Shift work and 24 X 7 on call availability may be necessary.
  • Liaising with party vendors on escalated issues.

Job Requirements and Experience:
  • 2-4 years' experience in technical support role
  • Advanced troubleshooting and problem determination skills.
  • Good knowledge of email services including SMTP, POP, IMAP, and MS Exchange.
  • Working familiarity and knowledge on common Internet protocols and technologies such as TCP/IP, DNS, FTP, SSL etc.
  • Positive, customer-focused attitude.
  • Good networking knowledge and a practical understanding of how networks communicate.
  • Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems.
  • Excellent written and verbal skills in English.
  • Fast typing capability.

j2 Cloud Services is an Equal Opportunity Employer.

We are located in Essington and offer:
  • Competitive Salary and Bonus
  • Medical, Dental, and Vision Insurance
  • Life Insurance and 401k
  • Paid Time Off and Paid Holidays
  • Paid Parking or Transit Reimbursement

Company Description
About j2 Cloud Services:
Founded in 1995, j2 Cloud Services (NASDAQ:JCOM) is an award winning, leading provider of Internet services through its two divisions: Business Cloud Services and Digital Media.
The Business Cloud Services Division offers Internet fax, virtual phone, hosted email, email marketing, online backup, unified communications and CRM solutions. It markets its services principally under the brand names eFax,®, eVoice,®, FuseMail,®, Campaigner,®, KeepItSafe,® and Onebox,® and operates a messaging network spanning 49 countries on six continents.
The Digital Media Division, created with j2 Cloud Services's November 2012 acquisition of Ziff Davis, Inc.
As of December 31, 2015, j2 Cloud Services had achieved 20 consecutive fiscal years of revenue growth.

For more information about j2, please visit

We are located in Hollywood and offer:
Competitive Salary and Bonus
Medical, Dental, and Vision Insurance
Life Insurance and 401k
Paid Time Off and Paid Holidays
Paid Parking or Transit Reimbursement

Our Culture
At j2 Global,®, we work in a culture of collaboration and welcome those who desire to join our growing global community. We seek enthusiastic individuals with an entrepreneurial spirit looking for an environment that rewards your best work.
j2 Global offers competitive salaries, health benefits, a 401k, and company-sponsored events. If you're seeking a dynamic work environment where you can see the direct impact of your performance, then j2 is the place for you.

Essington, PA


Fri, 16 Jun 2017 13:22:18 PDT