Job description
Position Summary:
With team members and customers in 39 countries around the globe, HostPapa is currently one of the fastest-growing web hosting companies with a wide range of products available. At its core, we provide individuals and small and medium-sized businesses with access to valuable tools and services critical to their online success, including a Website Builder service for making website creation an ultra-easy task for anyone. Tailored to meet every user’s unique needs, our award-winning customer support, email, and cloud-based solutions keep HostPapa at the cutting edge of the web hosting industry and innovation by putting our customers first.
As a Technical Support Representative, you will be the first point of contact for our customers and partners, ensuring they receive prompt, professional, and effective assistance. You will deliver an outstanding customer experience, helping users maximize the value of our products while supporting product quality through functional QA and close collaboration with the R&D team. This role is fast-paced, dynamic, and customer-focused, requiring flexibility, strong communication, and a passion for problem-solving.
What you’ll do:
- Respond promptly and professionally to customer and partner inquiries via email and helpdesk channels
- Ensure every interaction is efficient, effective, and customer-focused
- Provide troubleshooting support and guidance to help customers maximize their use of our products
- Collaborate with the R&D team, offering functional QA feedback and reporting product issues
- Conduct functional QA testing to help maintain product quality and reliability
- Develop and expand your knowledge of our products and services on an ongoing basis
- Generate and maintain management reports on support activities, customer issues, and task progress
- Provide clear visibility into daily and weekly progress of assigned tasks and customer support cases
- Adapt to flexible work schedules, including evenings, weekends, and public holidays as required
- Support other tasks or projects as assigned to meet team and business needs
About you:
- Previous experience in a technical support, helpdesk, or customer service role
- Strong troubleshooting skills with the ability to diagnose and resolve technical issues effectively
- Excellent written and verbal communication skills in English; ability to simplify complex information for customers
- Highly organized with strong attention to detail and the ability to manage multiple cases simultaneously
- Collaborative mindset with experience working alongside cross-functional teams (e.g., R&D)
- Comfortable working in a dynamic environment with flexible schedules
- Proactive learner with a passion for technology and customer success
What we offer:
- A one-year contract position, open to extension beyond the initial term
- Work from anywhere - this is a remote opportunity
- A competitive salary that values you and your unique skill sets
- Career advancement & professional development opportunities to help you reach your full potential
- Flexible work arrangements to support work/life balance
About us:
At HostPapa, we’ve been committed to providing a complete array of enterprise-grade cloud services solutions to every business owner since 2006. These services, traditionally out of reach to smaller businesses, are offered in a one-stop shop, making it quick and easy for customers to select the services they need to grow. We back these offerings with 24⁄7 award‑winning customer support in four languages.
Our HostPapa team values diversity and inclusion. We have a friendly company culture built on trust and respect. With the acquisition of several companies into our product portfolio, we’re growing at an incredible rate and have ample opportunities for career growth.
Come join our talented team of enthusiastic, hard-working, passionate, driven people engaged in meaningful, innovative work. We can’t wait to meet you!
HostPapa is an equal-opportunity employer committed to diversity and inclusion. As a multicultural organization, we encourage individual achievement and recognize the strength of our diverse team.
HostPapa is committed to providing accommodations for people with disabilities. If you require accommodation, please let us know, and we will work with you to meet your needs. Accommodation may be provided in all parts ofthe hiring process.
It is anticipated that this position will be performed outside of Ontario.
