What are the responsibilities and job description for the Technical Support Specialist position at Web Hosting Canada (WHC)?
At Web Hosting Canada (WHC), we are passionate about helping Canadians succeed online with reliable, locally focused web hosting services. Since 2003, we’ve been empowering businesses and individuals with top-notch websites, domains, and email solutions. We’re on a mission to create a workplace that inspires growth, fosters innovation, and builds meaningful connections. If you thrive in a dynamic, caring environment and share our excitement for the tech landscape, we’d love to have you join our team!
About The Role
About The Role
- Reporting to the Team Lead, the Technical Support Specialist handles front-line communication with clients by email, chat and phone. They keep clients happy by helping them troubleshoot issues, resolving any problems or frustrations they may have, and suggesting solutions, services or products that may fit their needs.
- L1 support agents should be effective communicators, have a very solid understanding of our products, services, and systems, and have the necessary soft skills to defuse situations with clients before they become problems.
- Respond to live calls, chats and L1 support tickets in English & French, carefully documenting each intervention and ensuring client satisfaction
- Assist L2 and L3 agents with migration, translation, and other issues requiring communication with the client
- Help identify and report generalized issues (NOCs), either as reported by clients
- Participate in the provisioning of services requiring manual activation steps (such as SSLs and IPs)
- Identify Sales opportunities (Leads) and log them for follow-up
- Assist new clients with onboarding, advising them on the right product according to their business and technical needs (web hosting & domains)
- Excellent communicator, both spoken and written
- Problem solver
- Good typing speed: 40 Words per Minute (WPM)
- Bilingual: English & French
- Computer-savvy
- Experience in a call centre or in a related technical field (such as hosting) is highly preferred
- Be part of a successful team that can make a difference
- Work with the latest tools and technologies alongside seasoned veterans in the industry
- Full training for new employees ongoing coaching & training
- Dental & medical insurance
- Hybrid work model: work from the comfort of your home come into our Tunis office
- Free coffee on us at the office
- Social committee outings
