Web Hosting Agent

About the Company

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.

Responsibilities

• Respond to customer queries via phone, chat, and ticketing systems with accuracy and empathy
• Provide clear and effective solutions for hosting-related queries including email, DNS, and websites
• Build customer relationships and actively contribute to customer satisfaction and retention
• Escalate unresolved issues to the appropriate technical or billing teams
• Guide customers through self-service steps and platform navigation
• Assist customers in choosing the right hosting solutions based on their needs
• Liaise with internal teams such as Sales, Billing, and ATS to ensure timely resolution
• Identify and log trends or recurring issues for process improvement

Requirements

• Matric or equivalent
• 1+ years of experience in a hosting support environment preferred
• Basic understanding of DNS, email setup, and troubleshooting
• Knowledge of web hosting platforms such as cPanel or Plesk
• Understanding of domain registration and transfers
• Experience using CRM or ticketing systems like Freshdesk or Zendesk
• Excellent communication and problem-solving skills
• Ability to work shifts including weekends