Technical Customer Support Consultant

At xneelo, it starts with purpose. We’re business enablers offering a hosting service for our customers to create and transact online. We spend each day working hard to retain the trust of our customers. Inspired by our brand promise ‘trusted in hosting’, we deliver a web hosting service that is reliable and consistent, focusing on infrastructure stability, good value and consistent service delivery.

We are seeking Technical Customer Support Consultants for our Durbanville office. In our fast-paced and dynamic environment, you will find a rewarding career that brings fulfilment through resolving customer queries via chat, telephone, or email. Your role will address technical issues related to web hosting, email setups, and control panel support. You'll be helping our growing local and international customer base make informed decisions and ensuring their satisfaction with every interaction.

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.

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 in navigating 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.

• Has experience working with live chat

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.