Support Technician - Level 2

Client Support Drexel Hill, Pennsylvania


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:

We are creating a dedicated Level 2 support position for the FuseMail® business.

·         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 other various 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 Vancouver Netops and Development teams on escalated issues.

Job Requirements and Experience:

·         Excellent written and verbal skills in English.

·         Fast typing capability.

·         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

·         Help desk experience would be valuable but not essential.

·         Demonstrate knowledge in a wide variety of email-related tools, such as browsers, email clients and operating systems.

j2 Cloud Services is an Equal Opportunity Employer. 

About j2 Global

Founded in 1995, j2 Global® (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’ November 2012 acquisition of Ziff Davis, Inc.

Ziff Davis, Inc. is the leading digital media company specializing in the technology, gaming and men's lifestyle categories, reaching over 117 million unique visitors per month. Ziff Davis sites include,,,,,, and Ziff Davis also operates NetShelter, the largest community of technology publishers dedicated to consumer electronics, computing and mobile communications. Ziff Davis B2B is a leading provider of online research to enterprise buyers and high-quality leads to IT vendors.

As of December 31, 2016, j2 Cloud Services had achieved 21 consecutive fiscal years of revenue growth.

For more information about j2, please visit

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.

J2 Global® is an Equal Opportunity Employer.