About the Role
We are looking for a motivated and technically savvy Customer Support Specialist to join our growing team in Tanzania. You will be the first point of contact for our clients, helping them navigate web hosting, domain management, email configuration, and related technical challenges. If you enjoy solving problems and making customers feel supported, this role is for you.
What You'll Do
- Respond to customer inquiries via live chat, email, and phone in a timely and professional manner
- Assist customers with web hosting setup, cPanel management, domain registration and transfers
- Troubleshoot email configuration issues (MX records, SMTP, IMAP/POP3, webmail)
- Guide clients through DNS management, SSL certificate installation, and domain pointing
- Escalate complex technical issues to the relevant technical team while maintaining ownership of the customer experience
- Document support interactions and contribute to the internal knowledge base
- Follow up with customers to ensure their issues are fully resolved
What We're Looking For
- Proven experience in a customer support or technical support role
- Strong working knowledge of web hosting environments (shared, VPS, dedicated)
- Hands-on experience with cPanel/WHM
- Understanding of domain management (DNS, WHOIS, domain transfers, nameservers)
- Familiarity with email protocols (MX, SMTP, IMAP, POP3) and common email clients
- Excellent communication skills in English and Swahili
- Patience, empathy, and a customer-first mindset
- Ability to work shifts, including weekends if required
Nice to Have
- Experience with WordPress or other CMS platforms
- Knowledge of basic Linux command-line operations
- Familiarity with ticketing systems such as WHMCS, Zendesk, or Freshdesk
- Understanding of SSL/TLS certificates and HTTPS configuration
- Prior experience working for a web hosting company or ISP