Remote Web Hosting Support Specialist

1-gird South Africa; Cape Town; Remote; ZAR 180,000 - 260,000; Full time

Job summary

1-grid in Cape Town is seeking a Web Hosting Agent to be the first line of contact for customers needing hosting support. You will resolve product, service, and technical issues within SLAs while ensuring a positive experience.

You will stay up to date with 1-grid products, guide customers through self-service steps, and collaborate with Sales, Billing, and ATS to deliver timely resolutions. The role requires strong communication and a customer-focused mindset.

Qualifications

• Matric or equivalent is required.
• 1+ years’ experience in a hosting support environment preferred.
• Fundamental understanding of DNS, email setup, and web hosting platforms (e.g., cPanel / Plesk).
• Experience using CRM or ticketing systems (Freshdesk / Zendesk).
• Strong communication, problem-solving skills and customer service orientation.

Responsibilities

• Respond to customer queries via phone, chat, and ticketing systems with accuracy and empathy.
• Provide clear solutions for hosting-related queries (email, DNS, websites, etc.).
• Build customer relationships and contribute to customer satisfaction and retention.
• Escalate unresolved issues to technical or billing teams while owning the customer experience.

Skills

Customer service orientation

Excellent communication

Problem solving

Team player

Attention to detail

Willing to learn

Education

Matric or equivalent

Tools

Freshdesk

Zendesk

Job description

1-grid in Cape Town is seeking a Web Hosting Agent to be the first line of contact for customers needing hosting support. You will resolve product, service, and technical issues within SLAs while ensuring a positive experience.

You will stay up to date with 1-grid products, guide customers through self-service steps, and collaborate with Sales, Billing, and ATS to deliver timely resolutions. The role requires strong communication and a customer-focused mindset.