Tickets Support Representative (L1)

About Us

We’ve got an incredible brand -- now we’re busy creating the legend behind it. At hosting.com, we’ve set out to redefine the new standard for what web hosting should be — one that is authentically human, deeply trusted, and built on shared success.

Our aim and promise is bold: to become the world’s most trusted hosting company. If you’re eager to contribute your time and talent to something bigger that people will talk about long after your work is done -- hosting.com is your place. If you want to do that work with and alongside incredible humans who care about each other, our customers and the work we do -- it’s at hosting.com. If you believe the best success is always shared success, with your teammates, for your customers -- hosting.com is your next work home.

At hosting.com, we’re not just hosting websites. Although we do a great job of that for millions of websites. We’re helping our customers tell their stories and connect with their people. Creating product experiences that helps them do that. Being there when they need us. And earning trust, day by day, by showing up and giving our best.

All because we care ... about each other’s success. Our team is 750+ strong and growing, spread across the globe. We can’t do this alone. Come join the journey. And help us build something better, together.

Requirements:
About the Role

We are looking for Level 1 Tickets Support Representative to provide first-level technical support to customers via a ticketing system. The role focuses on assisting users with web hosting services, resolving common technical issues, and escalating more complex cases to higher support levels when needed.

This position offers hands-on experience with web hosting environments, domains, DNS, email systems, and WordPress.

What You’ll Do

• Handle incoming customer tickets, identify issues, and provide appropriate L1-level support

• Assist customers with setup, configuration, and basic troubleshooting of web hosting services

• Support email-related issues such as setup, access configuration (IMAP/SMTP)

• Troubleshoot domain and DNS issues (A, CNAME, MX records, propagation and pointing checks)

• Perform basic website availability and connectivity checks

• Assist with basic WordPress or other CMS related issues (login problems, basic configuration and functionality checks)

• Use hosting control panels (e.g. cPanel or similar) to perform standard support tasks

• Work with internal systems and monitoring tools to verify service status and support issue resolution

• Communicate clearly and professionally with customers throughout the ticket lifecycle

• Document all actions, troubleshooting steps, and outcomes accurately in the ticketing system

• Escalate server-level, infrastructure, or complex technical issues to L2/L3 support according to procedures

• Collaborate with internal teams via communication tools to resolve customer issues efficiently

Additional Information

• Ticket-based support environment

• Working on shifts (including evenings/weekends, no overnights)

• Follow internal processes, SLA requirements, and security policies

• Exposure to real web hosting environments and technical systems

• Opportunity for growth into higher technical support levels

What You'll Bring

• Previous experience in customer support

• Strong written communication skills

• Good problem-solving skills and attention to detail

• Technical knowledge or strong interest in IT and web technologies

• Experience with web hosting environments (domains, DNS, email, websites)

• Experience with hosting control panels such as cPanel or similar tools

• Understanding of CMS platforms such as WordPress

• Ability to manage tasks and prioritize effectively

• Team player with a proactive and customer-focused attitude

Benefits:
Why You’ll Love It Here

• Be part of a global, purpose-driven team building one of the world’s most trusted hosting companies.

• We are a fast moving, agile company. We are energetic, and we hustle. You should be able to move at pace and be self-motivated.

Our Values

• Be Pragmatic. Be Trusted. Be Energetic. Be Accountable. Be Respectful. Be Innovative.

• At Hosting.com, success is always shared — with our people, our customers, and our communities.