Support Agent

Domains.co.za is one of the fastest growing domain registration, website hosting and cloud solution providers in South Africa. We have been developing and delivering award-winning solutions to consumer, retail and commercial customers since 2002.

We are looking for a talented, well-motivated individual of excellence for this position. They must be able to maintain the high levels of service and accuracy which we currently achieve.

Cost to Company: Market Related

Job Level: Tier 1 Customer Technical Support Agent

Job Description

You will be in direct contact with our clients helping them to resolve any support issues that they may have. You will work within a team of passionate people whose goals are to maintain excellent service and to build our Domains.co.za brand further. You will be handling incoming calls, support tickets and even online support chats in order to assist our customers. We strive for efficiency, effectiveness and professionalism at all times.

Skills Required

• At least 1-2 years’ experience with cPanel/WHM, DirectAdmin & the web hosting industry. WHMCS knowledge would be beneficial.
• Be able to quickly and efficiently resolve a variety of common web hosting related issues, such as CMS installation, diagnosing common HTTP error codes, DNS zone configuration, FTP connection, Email client configuration, diagnosing PHP-based errors, MySQL configuration, setting up cron jobs, and other common cPanel-based tasks.
• Have an understanding of different hosting products such as Shared, Reseller, and VPS.
• Comfortable speaking with customers via telephone and tickets.
• Must be able to pay attention to detail and provide excellent customer service.
• Must have excellent English communication skills (both verbal and written).
• Must be flexible for ad-hoc duties as and when required

Responsibilities

• Assisting customers in navigating our hosting control panel.
• Communicate with customers telephonically and tickets to resolve their hosting needs.
• Troubleshoot and assist with issues related to web hosting by applying your expertise, which includes a high level of understanding of various content management systems, such as Wordpress for example.

Advantageous Skills

• Tertiary or additional IT hardware or support related education
• cPanel University certifications.

Personal Skills / Attributes

• Patience
• Must be reliable & punctual
• Must be honest
• Integrity & confidentiality is a necessity
• Must be self-motivated and self-disciplined
• Must have excellent communication skills (both verbal & written)
• Must have excellent telephone skills
• Applicant must be able to work in AND with a team of other people.
• All the normal Personal stuff we normally forget about (Neat, tidy, punctual, courteous, passionate, etc.)
• Confident to work directly with clients