Hosting Support Quality Analyst

Company Description

TildaVPS delivers high-performance VPS, cloud computers, and dedicated servers with Linux and Windows RDP, offering bare-metal power without hidden fees or arbitrary limits. The company focuses on reliable speed and uptime through low-latency data centers in 26 countries, supporting a wide range of global projects. Customers can quickly deploy, reinstall operating systems, and scale resources as their needs evolve. TildaVPS emphasizes transparent pricing, technical efficiency, and scalable hosting solutions for individuals and businesses. Team members work with modern infrastructure and tools in a performance-driven environment.

Role Description

The Hosting Support Quality Analyst is a full-time remote role focused on ensuring consistent, high-quality customer support for TildaVPS hosting services. Day-to-day responsibilities include monitoring support interactions (tickets, chat, calls), reviewing cases against quality standards, and identifying opportunities to improve responsiveness, accuracy, and customer satisfaction. The role involves creating and maintaining quality checklists, documenting findings, and providing constructive feedback to support team members. The analyst will collaborate with support leadership and technical teams to refine processes, update knowledge base content, and help implement corrective actions and best practices. This role also contributes to reporting on quality metrics, spotting recurring issues, and supporting training initiatives to elevate overall service quality.

Qualifications

• Candidates should possess strong Analytical Skills to review support data, identify trends, and evaluate performance objectively.
• Candidates should possess Quality Assurance and Quality Control skills to audit interactions, verify adherence to standards, and recommend improvements.
• Candidates should possess Quality Management skills to help maintain quality frameworks, procedures, and documentation for support operations.
• Candidates should possess clear and professional Communication skills to deliver feedback, collaborate with teams, and write concise reports.
• Relevant hosting or IT support experience, familiarity with VPS/cloud/server environments, and basic networking or OS knowledge are beneficial.
• Experience using ticketing systems, QA tools, and reporting dashboards, along with the ability to work independently in a remote setup, is preferred.
• A background in customer service, technical support, or process improvement, and education in a related field (IT, business, or similar) is an advantage.