Your key tasks will include:

1. Client Inquiry Management

• • Serve as the primary point of contact for client inquiries and concerns, providing prompt and focused
  • Ensure that all client inquiries are addressed in a timely manner to improve overall client

2. Support Ticket Monitoring

• • Monitor support tickets, ensuring proper follow-ups are made with the development
  • Track deadlines and escalate issues to ensure timely resolution, especially when deadlines are at risk of being

3. Service Monitoring

• • Track domain, hosting, and SSL expirations to ensure seamless renewals and avoid any service
  • Coordinate with relevant teams to initiate renewals on time and keep clients informed of

4. Process Streamlining

• • Focus on improving the efficiency of the Support Inbox by identifying opportunities for process
  • Work closely with the team to implement best practices that make the support function more effective and efficient.

We want you to have:

• 2 years experience with some knowledge of web technologies and client support – Web and WordPress knowledge, E-Commerce, Hosting Services, Domains, and SSL.
• Proficient in English, both written and spoken, to ensure clear communication with clients and internally.
• Experience using Trello for task management and process.
• Strong attention to detail and ability to manage multiple tasks.
• Familiarity with basic web services, including domains, hosting, and SSL
• Previous experience in customer support or client-facing.
• Ability to work independently and as part of a team.
• Comfortable working with large sets of data.
• Highly proficient in Microsoft Excel.

We want to see:

• Ability to work independently and towards your own objectives.
• Action-orientated, self-motivated, can work on their own initiative.
• Passion for the industry and always up to date with the trends, news, and technology,
• Excellent oral and written communication skills.
• Ability to communicate a specialist subject clearly to clients at all levels.
• Ability to learn quickly.
• Have complete ownership and accountability of your work.
• Ability to work independently and as part of a team, with a proactive approach to problem-solving.
• Hungry for knowledge, learning, and personal development.
• At least 3mbps of stable internet connection (with a backup internet)

WHY XDNA?

• At xDNA, you’ll be making a real impact. The businesses we work with, genuinely succeed.
• Leadership that’s focussed on your success, and giving you real career progression.
• Ongoing training, including opportunities for paid training, professional development, and more.
• Support, in the professional, mental, and social sense. We back our people 100% and are flexible and compassionate when you need it.
• We want you to push yourself and what’s possible—and we’ve always got your back.
• We strive to be “better every day”, a philosophy that permeates everything we do.

Ready to apply?
If you’re excited by this opportunity, driven, and ready to go, we’d love to hear from you! Please send over your resume and a short cover letter to connect@xdnainteractive.com.