Remote Web Hosting Support Specialist

1-grid; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

1-grid invites applications for a Web Hosting Agent to be the first point of contact for customers seeking hosting support in Cape Town. You will resolve product and technical issues within SLAs with prompt, professional, empathetic service.

You'll stay up to date with 1-grid's hosting products, guide customers through self-service steps, and help them select the right hosting solutions based on their needs.

Qualifications

• Matric or equivalent required.
• 1+ years hosting support experience preferred.
• Basic understanding of DNS, email setup and troubleshooting.
• Familiarity with hosting platforms (cPanel / Plesk) and domain transfers.
• Experience using CRM or ticketing systems (Freshdesk / Zendesk).
• Excellent communication and problem-solving skills.
• Strong customer service orientation.

Responsibilities

• 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.
• Stay up to date with 1-grid’s products, tools, and processes and guide customers through self-service steps.

Skills

Customer service

Communication

Problem solving

Attention to detail

Team player

Flexibility

Education

Matric or equivalent

Tools

Freshdesk

Zendesk

Job description

1-grid invites applications for a Web Hosting Agent to be the first point of contact for customers seeking hosting support in Cape Town. You will resolve product and technical issues within SLAs with prompt, professional, empathetic service.

You'll stay up to date with 1-grid's hosting products, guide customers through self-service steps, and help them select the right hosting solutions based on their needs.