Customer Service Representative - Web Hosting Support

COMPANY OVERVIEW:
We are a growing web hosting company providing reliable hosting solutions to clients worldwide. We use WHMCS as our primary billing and support platform and are looking for dedicated customer service professionals to join our remote support team.

Position: Customer Service Representative (L1 Support)
Employment Type: Full-time
Probation Period: 2 months (80% salary).
Schedule: Night Shift (training during morning shift for first 2 months)
Location: Fully Remote
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JOB DESCRIPTION:

We are seeking customer service representatives to provide first-level support to our web hosting clients. You will handle customer inquiries via tickets and live chat, helping resolve hosting-related issues and ensuring excellent customer satisfaction. This is a fully remote position with training provided.

KEY RESPONSIBILITIES:

• Handle customer support through ticketing system and live chat
• Provide first-level technical support for common hosting issues
• De-escalate difficult situations and handle upset customers professionally
• Gather customer feedback to help improve products and services
• Escalate complex technical issues to senior support when necessary
• Follow up with customers to ensure issue resolution
• Meet response time and customer satisfaction targets

REQUIRED QUALIFICATIONS:

• Minimum 1-2 years customer service experience (any industry)
• Strong written and verbal English communication skills
• Intermediate computer literacy and internet navigation skills
• Ability to work independently with minimal supervision
• Patience and empathy when dealing with upset or frustrated customers
• Willingness to learn web hosting concepts through our training
• Available for night shift schedule (with morning shift training during probation)
• Must not be doing any other full-time job
• Must have Own computer/laptop and reliable high-speed internet connection (minimum 25 Mbps)

SKILLS REQUIRED:

• Excellent written English communication
• Strong conflict resolution and de-escalation skills
• Strong problem-solving abilities
• Multitasking and time management skills
• Attention to detail and accuracy
• Ability to remain calm under pressure
• Ability to follow procedures and protocols
• Basic typing skills (minimum 40 WPM)
• Proficiency with basic computer applications
• Willingness to learn new technologies

WHAT WE OFFER:

• Competitive salary based on experience
• Performance-based bonuses and incentives
• Complete training on all scenarios and how to navigate our systems
• 100% remote work with night shift schedule
• Opportunities for career advancement within the company
• Professional development opportunities
• Supportive team environment with ongoing mentorship
• Work-life balance with consistent shift hours

APPLICATION INSTRUCTIONS:

Please submit your application including:

• Updated resume/CV
• Confirmation of availability for night shift schedule
• A short video introducing yourself would be preferred