Technical Customer Service Consultant

xneelo is a web hosting company of approximately 350 people, spread across teams in Cape Town (head office), Johannesburg, as well as Canada, Ukraine, India and Malta. We see ourselves as business enablers, dedicated to stimulating the economy by helping the business mass market to interact and transact online. We believe that a strong commitment to service excellence is crucial in achieving our mission

We embrace a hybrid working model, affording you the flexibility to contribute from a location that best aligns with the demands of your role,Whether that be in the comfort of your own home or directly from our offices.. For those in proximity to our offices and/or other team members, regular gatherings foster an environment of collaborative learning and mutual mentorship among team members.

The environment is fast-paced and dynamic and offers a rewarding career to someone who derives fulfilment from seeing each customer’s query satisfactorily resolved by chat, telephone or email. Your role will involve resolving customer technical queries related to web hosting, email setups, and control panel support to a growing local and international customer base in a manner that enables them to make informed decisions.

As a member of our self-organising team, you'll thrive in a collaborative and autonomous environment that prioritises quality. Our flat organisational structure opens doors for your career growth, supported by a culture of mentorship and coaching. You'll receive comprehensive onboarding and structured training to ensure you're fully equipped for success.

Connectivity is critical! A stable fibre internet connection is a requirement for the role, with a minimum 20/20 speed. Sufficient backup power to sustain working during either fibre or power outages is also necessary. It’s worth noting that we offer a connectivity allowance to enable working remotely.

Your daily responsibilities would include:

• Assisting customers with email setups across various mail programs.

• Troubleshooting and assisting with email delivery queries and email setups by applying your understanding of various mail access methods like POP and IMAP.

• Troubleshooting and assisting with web hosting-related queries, by applying your domain knowledge, which would include a high-level understanding of various content management systems, of which WordPress would be an example.

• Assisting customers to navigate our hosting control panel.

• Offering an extension of after-hours support to our customers on behalf of various technical departments.

The ideal candidate:

• Demonstrates a passionate belief in the value of Customer Service to the business through principles and past actions/achievements;

• Communicates with insight and understanding, concisely and clearly;

• Is consistently patient, amicable and responsive in dealing with all people;

• Demonstrates consistent administrative efficiency and accuracy; and

• Is tenacious in pursuing constructive relationship outcomes.

Demonstrates a high level of proficiency in:

• Communication: Written and spoken English;

• Listen and comprehend;

• Convey understanding of concepts, principles and procedures;

• Administrative skills, attention to detail and troubleshooting;

• Comprehending customer requirements and responding with the most simple, effective course of action on behalf of the business (“first-time-right” principle);

• Understanding technical- and business concepts at a high level;

• Questioning, taking ownership of and simplifying the tasks to achieve business outcomes.

Qualifications and experience:

• A matric pass or equivalent is essential.

• Previous experience with remote working is beneficial.

Starting Salary Bracket: R16 000 - R19 000 commensurate with experience.

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