About Us1-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 PurposeBe 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 ResponsibilitiesCustomer SupportRespond 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 KnowledgeStay 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 & ContributionLiaise 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 ExperienceMatric or equivalent is required1+ years' experience in a Hosting support environment preferredBasic understanding of:DNSEmail setup & troubleshootingWeb hosting platforms (e.g., cPanel / Plesk)Domain registration & transfersExperience using CRM or ticketing systems (Freshdesk / Zendesk)Excellent communication and problem-solving skillsStrong customer service orientationKey CompetenciesCustomer-focused with a strong sense of accountabilityComfortable working in a fast-paced environmentTeam player with a can-do attitudeWilling to learn and grow within the roleSolution-oriented and proactiveExcellent attention to detailAbility to work shifts including weekends
