Product Support Associate (Web Hosting)

TL;DR

Product Support Associate (Web Hosting): Providing technical assistance for domain management, DNS, and web hosting services with an accent on troubleshooting complex customer issues. Focus on resolving technical problems related to cPanel, email configuration, and WordPress while maintaining high-quality communication with non-technical users.

Location: Must be based in Cebu, Philippines

Company

A global digital identity authority helping businesses secure domain names, protect brands, and manage digital infrastructure.

What you will do

• Troubleshoot customer issues regarding domain names, DNS records, and web hosting environments.
• Configure and resolve email setup problems including SMTP, IMAP, and MX records.
• Assist with website connectivity, SSL, and WordPress-related technical inquiries.
• Communicate effectively with customers via chat, email, and phone to resolve technical challenges.
• Collaborate with internal teams such as sysadmin and billing to address complex escalations.
• Independently research and learn new technical solutions to stay ahead of digital threats.

Requirements

• Strong English communication skills (spoken, written, and reading).
• Typing speed of at least 45 WPM.
• Strong problem-solving and logical thinking skills.
• Willingness to work in a fast-paced, technical environment.
• Fresh graduates in IT, Computer Science, or related fields are encouraged to apply.
• Ability to handle frustrated customers while maintaining technical focus.

Nice to have

• Prior experience in technical support, web hosting, or domain management.
• Familiarity with cPanel, WHM, or WordPress.

Culture & Benefits

• Competitive HMO benefits with 200k MBL and two free dependents upon regularization.
• Structured training, mentorship, and clear career growth opportunities.
• Punctuality bonus and generous vacation policy.
• Inclusive culture with 20+ affinity groups for global networking.
• Focus on work-life balance and professional development.