1-grid is a leading web hosting company with a well-established customer base that is passionate about delivering top-quality hosting solutions to SMEs in South Africa. We're on a mission to grow businesses online with simple and reliable products, and we're looking for a Web Hosting Agent to join our team and help us bring our vision to life.
Job Purpose
Be the first point of contact for customers seeking support with their hosting services. Deliver prompt, professional, and solution-driven customer service by resolving product, service, and technical issues within defined SLAs. Help ensure a seamless, positive customer experience with every interaction.
Duties and Responsibilities
Customer Support
- Respond to customer queries via phone, chat, and ticketing systems with accuracy and empathy.
- Provide clear and effective solutions for hosting-related queries (email, DNS, websites, etc.).
- Build customer relationships and actively contribute to customer satisfaction and retention.
- Escalate unresolved issues to the appropriate technical or billing teams while retaining ownership of the customer experience.
Product & Platform Knowledge
- Stay up to date with 1-grid's products, tools, and processes.
- Confidently guide customers through self-service steps and platform navigation.
- Assist customers in choosing the right hosting solutions based on their needs.
Collaboration & Contribution
- Liaise closely with other internal teams (Sales, Billing, ATS) to ensure accurate and timely resolution.
- Proactively identify and log trends or recurring issues for process or product improvement.
- Participate in training sessions and feedback loops to improve performance and customer experience.
Qualification and Experience
- Matric or equivalent is required
- 1+ years' experience in a Hosting support environment preferred
- Basic understanding of: DNS; Email setup & troubleshooting; Web hosting platforms (e.g., cPanel / Plesk); Domain registration & transfers
- Experience using CRM or ticketing systems (Freshdesk / Zendesk)
- Excellent communication and problem-solving skills
- Strong customer service orientation
Key Competencies
- Customer-focused with a strong sense of accountability
- Comfortable working in a fast-paced environment
- Team player with a can-do attitude
- Willing to learn and grow within the role
- Solution-oriented and proactive
- Excellent attention to detail
- Ability to work shifts including weekends
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