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Web Hosting Agent
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
Education
Tools
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.
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.
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.
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
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
* The salary benchmark is based on the target salaries of market leaders in their relevant sectors. It is intended to serve as a guide to help Premium Members assess open positions and to help in salary negotiations. The salary benchmark is not provided directly by the company, which could be significantly higher or lower.