Web Hosting Agent

About the role

This is an in‑office role based in Cape Town. As a Web Hosting Agent at 1‑grid, you will be the first point of contact for customers seeking support with their hosting services, delivering prompt and solution‑driven service within defined SLAs.

Key responsibilities

• Respond to customer queries via phone, chat, and ticketing systems with accuracy and empathy.
• Provide clear and effective solutions for hosting‑related issues such as email, DNS, and website problems.
• Build customer relationships and contribute to satisfaction and retention.
• Escalate unresolved issues to technical or billing teams while retaining ownership of the experience.
• Stay up to date with 1‑grid’s products, guide customers through self‑service steps and platform navigation.
• Assist customers in selecting appropriate hosting solutions based on their needs.
• Liaise with internal teams (Sales, Billing, ATS) to ensure timely resolution.
• Identify and log recurring issues for process or product improvement.
• Participate in training sessions and feedback loops to improve performance.

Required profile

• Matric or equivalent qualification.
• At least 1 year of experience in a hosting support environment (preferred).
• Basic understanding of DNS, email setup & troubleshooting, and web hosting platforms such as cPanel or Plesk.
• Experience using CRM or ticketing systems like Freshdesk or Zendesk.
• Excellent communication, problem‑solving skills and strong customer‑service orientation.
• Willingness to work shifts, including weekends.

Required skills

• DNS
• Email setup and troubleshooting
• cPanel
• Plesk
• Domain registration and transfers
• Freshdesk
• Zendesk