Customer Service Representative (Web Hosting)

TL;DR

Customer Service Representative (Web Hosting): Providing email support and technical troubleshooting for web hosting and domain services with an accent on product-specific escalations and process improvements. Focus on managing customer inquiries, processing orders, and serving as a SuperUser for specific products and internal procedures.

Location: Hybrid role, based in Cebu City, Philippines.

Company

Leading web hosting and domain registration company founded in 2002, dedicated to empowering individuals and businesses online with reliable, user-friendly, and affordable web services.

What you will do

• Manage email support queues and perform basic technical troubleshooting for web hosting products (DNS, CMS, third-party tools).
• Process Zoner orders, validate customer information, register domains, and configure server settings.
• Act as a Subject Matter Expert and SuperUser for one.com admin procedures, products, and campaigns.
• Handle product-specific escalations, troubleshoot website issues, and provide advanced fixes.
• Support new colleagues and trainees on ticket handling and provide product feedback.
• Ensure English and Finnish support coverage during after-hours, weekends, and holidays.

Requirements

• High School Diploma, general education degree or equivalent.
• Preferably with Customer Service Experience.
• Knowledgeable with Web Hosting services and troubleshooting websites/products.
• Basic knowledge with DNS, PHP, SSH, FTP/sFTP, WP-CLI, and MySQL databases.
• Strong communication and interpersonal skills with great attention to detail.

Culture & Benefits

• Support for personal and professional growth.
• Commitment to diversity, mutual respect, and collaboration.
• Opportunity to be part of a dynamic team that values excellence.