Customer Service Technical Specialist
1 month ago
xneelo is a web hosting company with over 350 employees spread across teams in various locations. As a business enabler, our mission is to stimulate the economy by helping businesses interact and transact online through exceptional service excellence.
We are seeking highly skilled Customer Service Technical Specialists to join our team in Durbanville. This role offers a rewarding career path with opportunities for growth and development. Your primary responsibility will be to resolve customer queries via chat, telephone, or email related to web hosting, email setups, and control panel support.
As a member of our self-organising team, you'll thrive in a collaborative environment that prioritises quality and provides a flat organisational structure for career advancement. You'll receive comprehensive onboarding and structured training to ensure your success in this role.
Your daily responsibilities will include:
- Assisting customers with email setup across various mail programs
- Troubleshooting and assisting with email delivery queries and email setups using POP and IMAP methods
- Troubleshooting and assisting with web hosting-related queries, including content management systems like WordPress
- Assisting customers to navigate our hosting control panel
- Providing after-hours support to customers on behalf of technical departments
The ideal candidate demonstrates:
- A strong commitment to customer service principles and practices
- Excellent communication skills, both written and spoken
- Patient, amicable, and responsive demeanor when dealing with customers
- Consistent administrative efficiency and accuracy
- Tenacious pursuit of constructive relationship outcomes
Additionally, the ideal candidate should possess:
- High proficiency in English communication, listening, and comprehension
- Administrative skills, attention to detail, and troubleshooting abilities
- Understanding of technical and business concepts at a high level
- Questioning and simplifying tasks to achieve business outcomes
Requirements and qualifications:
- A matric pass or equivalent is essential
- Minimum two years of experience in customer-service/customer-support environments
Compensation and benefits:
- Starting salary: R18,000 (commensurate with experience)
- Shift work may be required due to the 24/7 nature of the Technical Support team
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