Customer Service Representative

The CSR Brands EN Support role serves as point of contact for and Zoner customers.

Additionally, you will be part of the Product and Process Super User. And you are expected to have good knowledge about a specific Product/Program and Processes to help test and improve said product while assisting colleagues in using it.

Your Responsibilities
Accountability A: Support Tickets (35%)

• Manage and respond to email support queues efficiently
• Perform basic technical troubleshooting (DNS, products, CMS, third-party tools)
• Verify and process customer ownership updates (domains and subscriptions)
• Handle package, payment, invoice, and subscription change requests
• Escalate issues related to payments, domains, fraud/abuse, and technical concerns
• Stay updated on products, services, and internal procedures
• Participate in training and report bugs or improvement suggestions
• Support and guide new colleagues and trainees on ticket handling

Accountability B: Zoner Tickets, Orders & Migrations (35%)

• Process Zoner orders promptly and accurately
• Validate customer information and register domains per TLD requirements
• Configure Zoner server settings and issue invoices (regular or discounted)
• Stay updated on Zoner products, campaigns, tools, and procedures
• Assist with website migrations across servers/platforms
• Handle Zoner-related support queries (DNS, email, WordPress, WP Cloud, server settings)
• Escalate concerns to Finnish Support or WP Cloud teams when needed
• Ensure English and Finnish support coverage during after-hours, weekends, and holidays
• Communicate attendance or availability issues with Team Lead and teammates

Accountability C: Process SuperUser (15%)

• Maintain expertise in admin procedures, products, and campaigns
• Act as subject-matter expert for CSRs; provide clear guidance and process improvements
• Approve discounts and payment extensions
• Process undelete requests and manage debt collection inquiries
• Participate in meetings and trainings with other Process SuperUsers

Accountability D: Product SuperUser (WordPress or Website Builder) (15%)

• Handle and own product-specific escalations
• Troubleshoot and resolve website-related issues
• Provide advanced fixes and solutions for complex cases
• Support CSRs in communicating solutions to customers
• Provide product feedback through appropriate channels
• Stay updated on product changes through training and meetings
• Serve as point of contact for product updates and assistance

Your Qualifications

• High School Diploma, general education degree or equivalent
• Preferably with Customer Service Experience
• Knowledgeable with Web Hosting
• Customer service-oriented skills
• Communication skills
• Interpersonal skills
• Technical skills (Hosting services/Troubleshooting websites and products/services)
• Basic knowledge with DNS, PHP, SSH, FTP or sFTP, WP-CLI, Databases (MySQL).
• Great attention to detail
• Multitasking

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.

We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.

Welcome to , where innovation meets passion. We are a leading web hosting and domain registration company dedicated to empowering individuals and businesses online. Since 2002, we have been committed to delivering reliable, user-friendly, and affordable web services. Our mission is to make it easy for anyone to build and maintain an online presence, and we believe in integrity, innovation, and putting our customers first.