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