Web Hosting Agent

About Us

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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