The
Customer Service Representative (CSR) – group.one brands support serves as the primary point of contact for customers within
group.one brands. The role is responsible for delivering excellent customer service by resolving administrative, billing, technical, and product-related inquiries while ensuring a high-quality customer experience.
Your Responsibilities
- Customer Support
- Manage and respond to customer support requests efficiently within supported group.one brands.
- Deliver professional, accurate, and customer-focused support through written communication.
- Perform technical troubleshooting related to DNS, hosting, email, websites, CMS platforms, and third-party integrations.
- Verify and process customer ownership changes for domains and subscriptions.
- Handle package, subscription, payment, invoice, and account change requests.
- Process customer orders and ensure accurate registration according to applicable TLD requirements.
- Assist customers with website, hosting, and email migrations where applicable.
- Configure products and services according to internal procedures.
- Escalate complex payment, fraud, abuse, domain, or technical issues to the appropriate internal teams.
- Stay up to date on products, services, campaigns, systems, and internal processes across supported brands.
- Participate in training and continuous learning activities.
- Report bugs, product improvements, and process enhancement opportunities.
- Support new colleagues and trainees during onboarding when requested.
- Ensure agreed support coverage during weekends, holidays, and other scheduled shifts.
- Communicate attendance or availability issues promptly to the Team Lead.
Your Qualifications
- High School Diploma, General Education Degree, or equivalent.
- Previous experience in Customer Service is preferred.
- Experience within web hosting or SaaS environments is an advantage.
- Strong customer service mindset.
- Excellent written communication and interpersonal skills.
- Good technical troubleshooting skills related to hosting services and websites.
- Basic understanding of DNS, PHP, SSH, FTP/SFTP, WP-CLI, and MySQL databases.
- Strong attention to detail.
- Ability to prioritize, multitask, and work independently in a fast-paced environment.
What We Value
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, recognizing you as both an individual and a valued team member.
We look forward to getting to know you and continuing to grow together.
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.
