Web Hosting Agent

This is a fully remote position, open to applicants in Namibia.

📋 Description

• Address customer inquiries through phone, chat, and ticketing platforms.

• Deliver clear and effective answers for hosting-related inquiries, such as email, DNS, and websites.

• Foster customer relationships and enhance customer satisfaction and loyalty.

• Escalate unresolved matters to technical or billing departments while maintaining ownership of the customer journey.

• Keep abreast of 1-grid’s offerings, tools, and procedures.

• Assist customers in navigating self-service options and the platform.

• Help customers select suitable hosting solutions.

• Collaborate with Sales, Billing, and ATS teams to ensure accurate and prompt resolution.

• Recognize and document trends or recurring issues for process or product enhancements.

• Engage in training sessions and contribute to feedback initiatives.

⛳️ Requirements

• A Matric certificate or equivalent is mandatory.

• Preferred: Over 1 year of experience in a hosting support setting.

• Fundamental understanding of DNS.

• Basic knowledge of email setup and troubleshooting.

• Familiarity with web hosting platforms like cPanel or Plesk.

• Basic comprehension of domain registration and transfers.

• Experience using CRM or ticketing systems such as Freshdesk or Zendesk.

• Exceptional communication and problem-solving abilities.

• Strong orientation towards customer service.

• Ability to thrive in a fast-paced work environment.

• Team-oriented with a positive attitude.

• Eagerness to learn and grow within the position.

• Proactive and solution-focused.

• Excellent attention to detail.

• Availability to work shifts, including weekends.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and growth.

• A supportive and dynamic work environment.

• Employee discounts on services.