Junior Technical Support Specialist

About the Role
We are looking for a customer-oriented Technical Support Specialist to join our team. In this role, you will deliver technical support to customers of a leading Canadian-based web hosting and IT solutions provider. Your primary focus will be delivering real-time support via live chat and email, assisting users with hosting (web, mail), domain, and logo building-related technical inquiries, as well as basic hosting account and subscription management. You will be the first line of support, ensuring every customer receives fast, empathetic, and effective solutions.

Shift - Mon-Fri 15:00 - 00:00 (1 hour break) Kyiv time

Key Responsibilities

• Provide fast, professional, and empathetic technical assistance primarily over live chat, with occasional email/ticket handling.
• Troubleshoot technical issues related to web hosting, domain registration, DNS records, SSL certificates, email configurations and creations of customer logo.
• Assist customers with basic account administration, including managing hosting subscriptions, orders, and other regular billing inquiries.
• Manage multiple concurrent live chat conversations effectively without compromising communication quality or resolution speed.
• Explain complex technical topics to non-technical users with patience, clarity, and reassurance.
• Perform thorough initial investigations, resolve eligible cases directly, and escalate complex cases to specialized technical teams with complete diagnostic notes.

Requirements & Skills

Technical & Operational Knowledge:

• Good understanding of hosting concepts such as hosting types, DNS, domain registration, WHOIS service and other core concepts.
• Familiarity with web protocols (HTTP, HTTPS, FTP) and SSL certificate validation and management.
• Basic understanding of email delivery protocols (IMAP, POP3, SMTP) and email client troubleshooting.
• Knowledge of browser troubleshooting techniques.
• Fundamental understanding of database concepts and core website structure.
• General familiarity with basic account administration, order processing, and subscription/billing workflows.

Soft Skills & Attributes:

• Strong written English skills with a clear, polite, and professional communication style.
• Proven multitasking ability with comfortable handling of fast-paced live chat concurrency.
• Customer-first support mindset centered on empathy, active listening, and problem ownership.
• Strong critical thinking skills and a consecutive approach to troubleshooting.
• Strong learning skills and alignment with corporate culture.