Technical Customer Support Consultant

Webhosting; South Africa; On-site; ZAR 240,000 - 360,000; Full time

Job summary

xneelo in South Africa is seeking a Technical Customer Service Consultant at our Durbanville office. You will resolve technical issues related to web hosting, email setups, and control panel support, communicating clearly with customers via chat, phone, or email.

Join a fast-paced, collaborative team dedicated to reliable hosting and excellent service. You will help customers navigate hosting tools, troubleshoot delivery and access issues, and extend after-hours support where needed.

Qualifications

• Experience addressing technical issues related to web hosting and email setups.
• Ability to resolve customer queries via chat, phone or email.
• Has experience working with live chat is a plus.

Responsibilities

• Assist customers with email setups across mail programs.
• Troubleshoot email delivery and setups using POP/IMAP concepts.
• Troubleshoot web hosting queries with WordPress knowledge.
• Help customers navigate the hosting control panel.
• Provide after-hours support for multiple technical teams.
• Demonstrate patient, clear communication and accountability.

Skills

Email setup

Troubleshooting

Customer service

Communication

Tools

POP/IMAP

Hosting control panel

WordPress knowledge

Job description

Not specified Full-time Not specified Customer Support

Job Description

At xneelo, it starts with purpose. We're business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise 'trusted in hosting', we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

We are seekingTechnical Customer Service Consultants for our Durbanville office. In our fast-paced and dynamic environment, you will find a rewarding career that brings fulfilment through resolving customer queries via chat, telephone, or email. Your role will address technical issues related to web hosting, email setups, and control panel support. You'll be helping our growing local and international customer base make informed decisions and ensuring their satisfaction with every interaction.

As a member of our self-organising team, you'll thrive in a collaborative and autonomous environment that prioritises quality. Our flat organisational structure opens doors for your career growth, supported by a culture of mentorship and coaching. You'll receive comprehensive onboarding and structured training to ensure you're fully equipped for success.

Your daily responsibilities would include:

• Assisting customers with email setups across various mail programs.
• Troubleshooting and assisting with email delivery queries and email setups by applying your understanding of various mail access methods like POP and IMAP.
• Troubleshooting and assisting with web hosting-related queries, by applying your domain knowledge, which would include a high-level understanding of various content management systems, of which WordPress would be an example.
• Assisting customers in navigating our hosting control panel.
• Offering an extension of after-hours support to our customers on behalf of various technical departments.
• Demonstrates a passionate belief in the value of Customer Service to the business through principles and past actions/achievements;
• Communicates with insight and understanding, concisely and clearly;
• Is consistently patient, amicable and responsive in dealing with all people;
• Demonstrates consistent administrative efficiency and accuracy; and
• Is tenacious in pursuing constructive relationship outcomes.

Has experience working with live chat

Demonstrates a high level of proficiency in:

• Communication: Written and spoken English;
• Convey understanding of concepts, principles and procedures;
• Administrative skills, attention to detail and troubleshooting;
• Comprehending customer requirements and responding with the most simple, effective course of action on behalf of the business ("first-time-right" principle);
• Understanding technical- and business concepts at a high level;
• Questioning, taking ownership of and simplifying the tasks to achieve business outcomes.