Job Description

We are seeking a highly motivated and technically proficient Technical Support Executive to provide exceptional support to our web hosting customers. The ideal candidate will be an expert in troubleshooting web hosting issues, comfortable navigating control panels like

cPanel

and

Plesk

, and dedicated to providing timely and effective assistance across multiple communication channels.

Key Responsibilities

Customer Support & Communication

Provide first-line and second-line technical support to customers via

Live Chat, Phone, Email

, and our

Ticket System

. Respond to customer inquiries promptly, professionally, and courteously, ensuring a high level of customer satisfaction. Communicate complex technical issues and solutions clearly to users of varying technical abilities. Document all support interactions, troubleshooting steps, and resolutions accurately in the ticketing system.

Technical Troubleshooting & Resolution

Diagnose and resolve technical issues related to

web hosting services

, including: Website errors (e.g., 5xx errors, common CMS issues like WordPress, Joomla, etc.). Email configuration and delivery issues (SMTP, POP3, IMAP). FTP/SFTP access and file management. DNS, domain pointing, and propagation issues. SSL certificate installation and troubleshooting. Basic server-side issues (e.g., resource usage, slow performance). Assist customers with account-related tasks, including setup, configuration, and migration. Perform basic administrative tasks on web servers (primarily Linux-based). Escalate complex or unresolved issues to senior support engineers or system administrators as per established procedures.

Product Knowledge & Expertise

Demonstrate strong working knowledge of popular web hosting control panels, specifically

cPanel and Plesk

, to assist customers with: Creating/managing domains, subdomains, and add-on domains. Managing email accounts, forwarders, and autoresponders. Using the file manager and performing backups/restores. Database management (MySQL/MariaDB, phpMyAdmin). Maintain continuous learning on new hosting technologies, products, and services offered by the company.
Required Skills & Qualifications

1+ years of proven experience

in a technical support role, preferably within a web hosting or IT environment.

Essential:

Strong proficiency and hands-on experience with

cPanel

and

Plesk

. Solid understanding of fundamental

web hosting technologies

(DNS, HTTP/HTTPS, FTP, SSL). Familiarity with operating systems (primarily

Linux

and basics of Windows Server). Excellent written and verbal communication skills for clear and effective communication on all support channels (Chat, Phone, Email). Exceptional problem-solving, analytical, and critical thinking skills. Ability to manage time effectively, prioritize tasks, and handle a high volume of inquiries in a fast-paced environment.
A Plus if you have

Knowledge of scripting languages (e.g., PHP, Bash). Familiarity with common Content Management Systems (CMS) like WordPress. Experience with ticketing systems (e.g., Zendesk, Freshdesk, WHMCS).
Job Type: Full-time

Pay: ?10,000.00 - ?25,000.00 per month

Application Question(s):

Knowledge of Plesk / cPanel ?
Experience:

Tech Support: 1 year (Preferred)
Work Location: In person

Application Deadline: 15/11/2025
Expected Start Date: 18/11/2025