The CSR Brands EN Support role serves as point of contact for one.com and Zoner customers.

Additionally, you will be part of the Product and Process Super User. And you are expected to have good knowledge about a specific one.com Product/Program and Processes to help test and improve said product while assisting colleagues in using it.

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

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.

We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.

Welcome to one.com, where innovation meets passion. We are a leading web hosting and domain registration company dedicated to empowering individuals and businesses online. Since 2002, we have been committed to delivering reliable, user-friendly, and affordable web services. Our mission is to make it easy for anyone to build and maintain an online presence, and we believe in integrity, innovation, and putting our customers first.

Customer Service Representative - group.one brands