Your Responsibilities:

Accountability A: Support Tickets (35%)

• Manage and respond to email support queues efficiently

• Perform basic technical troubleshooting (DNS, one.com products, CMS, third-party tools)

• Verify and process customer ownership updates (domains and subscriptions)

• Handle package, payment, invoice, and subscription change requests

• Escalate issues related to payments, domains, fraud/abuse, and technical concerns

• Stay updated on one.com products, services, and internal procedures

• Participate in training and report bugs or improvement suggestions

• Support and guide new colleagues and trainees on ticket handling

Accountability B: Zoner Tickets, Orders & Migrations (35%)

• Process Zoner orders promptly and accurately

• Validate customer information and register domains per TLD requirements

• Configure Zoner server settings and issue invoices (regular or discounted)

• Stay updated on Zoner products, campaigns, tools, and procedures

• Assist with website migrations across servers/platforms

• Handle Zoner-related support queries (DNS, email, WordPress, WP Cloud, server settings)

• Escalate concerns to Finnish Support or WP Cloud teams when needed

• Ensure English and Finnish support coverage during after-hours, weekends, and holidays

• Communicate attendance or availability issues with Team Lead and teammates

Accountability C: Process SuperUser (15%)

• Maintain expertise in one.com admin procedures, products, and campaigns

• Act as subject-matter expert for CSRs; provide clear guidance and process improvements

• Approve discounts and payment extensions

• Process undelete requests and manage debt collection inquiries

• Participate in meetings and trainings with other Process SuperUsers

Accountability D: Product SuperUser (WordPress or Website Builder) (15%)

• Handle and own product-specific escalations

• Troubleshoot and resolve website-related issues

• Provide advanced fixes and solutions for complex cases

• Support CSRs in communicating solutions to customers

• Provide product feedback through appropriate channels

• Stay updated on product changes through training and meetings

• Serve as point of contact for product updates and assistance

Your qualifications

• High School Diploma, general education degree or equivalent

• Preferably with Customer Service Experience

• Knowledgeable with Web Hosting

• Customer service-oriented skills

• Communication skills

• Interpersonal skills

• Technical skills (Hosting services/Troubleshooting websites and products/services)

• Basic knowledge with DNS, PHP, SSH, FTP or sFTP, WP-CLI, Databases (MySQL).

• Great attention to detail

• Multitasking