Customer Support Specialist (Hosting)

Full time - Fully remote

Experience with Hosting/Forex industry is mandatory!

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The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Primary Responsibilities:

• Experience and working knowledge in the Hosting/Cloud world (KVM Virtualization both Windows and Linux).
• Experience with WHMCS, SolusVM and Freshdesk/Freshchat is a plus
• A thorough understanding of every product through sporadic testing and regular communication with the support and infrastructure team
• Ongoing live chat support
• Ongoing email & ticket support
• Fortnightly company meetings
• Knowledge in the handling of VMS, VPS and WHMCS .
• Experience in support desk position
• Identifying and notifying bugs to the rest of the technical team
• Engaging with customers through live chat and using the information to cross sell our products
• Understanding our clients needs.
• Performing live support to solve those needs.
• Extraordinary product knowledge.
• Proactively learning any new process or technology as required.
• Working along with other teams within the company when necessary.
• Work with Customer Care team to translate evolving customer requirements and implement continuous improvements to service delivery processes that improve efficiency and customer satisfaction

Key Performance Indicators:

• Experience working with Trading/Hosting/Forex company
• Thorough Experience on VMS, VPS and WHMCS
• Familiarity with system/computer skills/ strong technical ability
• Strong willingness to perform & learn new practices
• Team work and excellent interpersonal skills.
• Excellent verbal & written English communication skills
• Available to work in the European/USA time zones
• Understanding of Churn Control and Quality of Customer Interaction

Other:

• A customer-led mindset - you must have an understanding of the levers needed to be pulled in order to provide an outstanding customer experience
• Recent experience in handling customer conversations and a desire to stay actively involved in the day-to-day of your team.
• Understanding our clients needs. Performing live support to solve those needs.
• Staying up to date with product changes and relaying tactical

Who are you

• You understand why traders need a VPS and why the EA/algo space is booming
• You understand hosting and why brokers would need a hosting provider
• You're comfortable pitching via calls to Customers, senior stakeholders & decision-makers
• Be coachable and receptive to feedback
• You've worked either in the hosting or trading space and you fully understand the market and the requirements of 24x7 trading, low latency trading etc.

Why Join Us

We operate in a space where performance matters. Our customers are not looking for generic support, they rely on infrastructure that powers trading activity, automation, and execution. That means every interaction needs to be handled by someone who understands both the technical environment and the customer impact behind it. If you're looking to work in a company that sits at the intersection of fintech, hosting, and trading technology, we'd like to hear from you.

Who We Are

Originally built around proprietary in-house trade-copying technology, the business has grown into a globally distributed infrastructure provider operating across 60+ data centers worldwide and supporting some of the most recognized brands in the CFD space. At ThinkHuge, we power the infrastructure behind performance. Our globally distributed remote team of 100+ works at the intersection of fintech, hosting, and performance infrastructure, with a strong focus on uptime, security, and operational excellence. If you enjoy solving real problems in high-demand technical environments, you'll find meaningful work here.