Web Hosting Agent

1-grid; Cape Town; On-site; ZAR 120,000 - 180,000; Full time

Job summary

A dynamic web hosting company is seeking a Web Hosting Agent in Cape Town to provide exceptional customer support. The ideal candidate will have a Matric qualification, over a year of experience in hosting support, and a strong understanding of DNS and web hosting platforms. You will assist customers with their hosting needs through various communication channels and collaborate with internal teams to enhance service delivery. Join us in creating a seamless customer experience and contribute to our mission of helping SMEs grow online.

Qualifications

• 1+ years' experience in a Hosting support environment preferred.
• Basic understanding of DNS, Email setup & troubleshooting.
• Experience using CRM or ticketing systems (Freshdesk, Zendesk).

Responsibilities

• Respond to customer queries via phone, chat, and ticketing systems.
• Provide solutions for hosting-related queries.
• Liaise with internal teams for timely issue resolution.

Skills

Customer Service Orientation

Problem Solving

Communication Skills

Education

Matric or equivalent

Tools

CRM Systems

Ticketing Systems

Job description

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