Customer Service Consultant – Cloud, Server, and Colocation Hosting

About xneelo:
At xneelo, we're dedicated to empowering businesses to succeed online by providing reliable hosting services that support creation and transactions in the digital space. Our commitment to being trusted in hosting drives our focus on infrastructure stability, exceptional value, and consistent service delivery.

The Opportunity:

We’re looking for technically minded Customer Service Consultants to join our Cloud, Server, and Colocation Hosting team in Durbanville.

In this dynamic role, you'll combine technical expertise with customer support skills to resolve a wide range of queries, from product orders to complex infrastructure issues, via chat, phone, or email. You'll help customers optimise their hosting environments and ensure a seamless, reliable experience.

Why xneelo:

• Collaborative Environment: Be part of a team that values shared knowledge, technical curiosity, and collective problem-solving, prioritising quality in all we do.

• Career Growth: Our flat organisational structure fosters professional development, supported by a culture of mentorship and coaching.

• Comprehensive Training: Receive in-depth onboarding and continuous learning opportunities across cloud infrastructure, networking, and hosting technologies.

Your Daily Responsibilities:

• Inform and Guide: Serve as a key technical consultant for customers exploring Cloud, Colocation and Self-Managed solutions. Utilise your understanding of virtualisation, networking, and infrastructure to recommend hosting solutions that align with the customer’s objectives.

• Provide Expert Support: Take ownership of all customer interactions, supporting technical queries, hardware troubleshooting, and infrastructure management. Proactively implement solutions to ensure optimal system performance and maximise uptime.

• Onboarding Support: Guide the onboarding process for new customers ordering Cloud, Colocation and Self-Managed hosting, ensuring a seamless transition and delivering exceptional customer experiences.

• Collaborate Across Teams: Partner with engineering, product, and support teams to develop and refine our hosting services. Use your expertise to help streamline processes, enhance the customer journey, and drive innovations in service delivery.

• Troubleshoot and Optimise: Respond promptly to technical, billing, and general queries, prioritising first-time resolution. Diagnose performance bottlenecks, assist with DNS, IP configuration, and provide optimisation guidance to ensure the highest level of performance, security, and scalability.

• Continuous Learning & Contribution: Stay informed on evolving cloud infrastructure, IAAS, and virtualisation trends. Contribute your technical knowledge to projects improving customer experience and platform efficiency.

What We're Looking For:

• Technically Curious: You enjoy diving into the details of infrastructure, networking, and virtualisation, and you’re comfortable navigating both hardware and software concepts.

• Customer-Centric: You’re passionate about translating technical insights into clear, helpful guidance that empowers customers.

• Effective Communicator: Strong written and verbal communication skills, with the ability to explain technical information simply and confidently.

• Analytical Problem-Solver: You demonstrate the ability to analyse customer issues, identify root causes, and propose appropriate solutions. This requires being resourceful, resilient, creative, and proactive in resolving customer queries.

• Adaptable and Resilient: You thrive in a dynamic technical environment, staying calm and solution-focused under pressure.

• Kind and Sincere: You demonstrate consistent patience, empathy, helpfulness, and attentiveness when engaging with all individuals.

Requirements

• Education: A matric pass or equivalent is essential; tertiary education in IT, Computer Science, or related fields is advantageous.

• Experience: Minimum of two years’ experience in a technical customer support or hosting support environment. Previous exposure to cloud platforms, Linux/Windows servers, networking, or virtualisation tools will be highly advantageous.

• Shift Work: As part of our 24/7 Support team, you will be required to work shifts, including evenings, nights, weekends, and holidays.