Website and Email Hosting Technical and Customer Support Specialist

We're looking for a skilled and proactive Technical and Customer Support Specialist to join our small team for our marketing agency based in Australia, overseeing domain registration, website hosting, and website care plan services to our clients. You will support both our team and our customers with website hosting, domain name management and email hosting setup & management, along with a variety of website maintenance and reporting tasks.

You’ll primarily be our WHMCS end to end systems administrator that can connect everything up for us and manage the server and all elements of it. (front-end advice, backend, backups, provide good tips and maintain a clean and clear system, ensure minimal downtime, work with others to make sure all social media tools and payments gateways are secure and connected at all times.).

This is a long-term position with the potential for full-time hours if you have a suitable skill set. We are flexible with working hours, although you must be available for some consistent hours during Australian business hours for tea ---------- etings and communication

Required skills:

Outstanding customer service with over-and-above communication skills (be able to explain technical concepts simply i.e. website migrations / DNS changes / Web hosting features)
Ability to follow established guides / protocols
Ability to work under pressure and manage multiple clients simultaneously
Understanding of DNS, Email Systems, Web Hosting, SSL Installation, cPanel
Experience with WHMCS
Experience with SPF, DKIM, DMARC, MX record setup
Experience with Nameservers setup
Experience with Cloudflare CDN & DNS management
Experience and certification with Google Workspace setup & management
Experience with Microsoft 365 setup & management
Experience with zero-downtime website migrations
Understanding of WordPress CMS and plugins
Basic PHP knowledge
Self motivated and able to work with minimal supervision

Desirable skills:
Experience with reporting tools such as Google Analytics & Google Search console

Responsibilities
Facilitate domain registration, SSL certificate & website hosting account setup for our clients, managing our wholesale hosting account, WHMCS account, and ours or clients’ Cloudflare accounts
Facilitate necessary backups and maintenance of our hosting environment, including monitoring uptime and security
Setup or migrate client websites from existing hosting to our hosting as required
Setup mail accounts and servers as per client requirements, whether on our hosting or with client account on either Microsoft 365 or Google Workspace
Manage the setup and updates of client Nameservers, SPF, DKIM, DMARC, MX records and other settings in line with best practices
Create and maintain knowledge base articles on our website for common customer enquiries relating to our products and services
Manage and respond to customer support requests via email and/or live chat
Perform website maintenance on managed client websites, including backups, theme & plugin updates
Proactively check clients’ existing hosting situation and expiry in order to drive new hosting sales & upgrades
Provide recommendations on new or updates hosting-related or website maintenance products & services, reviewing existing products and competitor or industry best-practice products
Perform manual reports and establish automated client reports using reporting tools such as Google Analytics & Google Search Console
Create Standard Operating Procedures for repetitive tasks to assist future team growth or automation

We will interview a shortlist of candidates ASAP for the role, so you will need to be available for a Google Meet video interview.