Web Hosting Agent - Namibia (Remote)

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 Protection of Personal Information (POPIA) By submitting your application, you consent to 1-grid (Pty) Ltd collecting, processing, storing, and using your personal information for recruitment and selection purposes in accordance with the Protection of Personal Information Act, 4 of 2013 (POPIA). Your personal information will be used solely to assess your suitability for employment, communicate with you regarding your application, conduct pre-employment screening (where applicable), and comply with legal and regulatory requirements. Access to your information will be restricted to authorised personnel and trusted service providers involved in the recruitment process. Should your application be unsuccessful, your personal information may be retained for future employment opportunities for a reasonable period unless you request its deletion or withdraw your consent, subject to any legal or regulatory retention requirements. By applying for this position, you acknowledge that you have read and understood this notice and consent to the processing of your personal information as described above.