Web Hosting Support Specialist – Bilingual English & French

About the Role

HostPapa is a fast-growing web hosting company serving customers across 39 countries worldwide. We are looking for a dedicated Web Hosting Support Specialist fluent in both English and French to join our team based in Tunis, Tunisia. In this role, you will provide top-tier technical support to a diverse, global customer base, helping them navigate hosting solutions, troubleshoot issues, and make the most of our wide range of products and services.

Core Responsibilities

• Deliver prompt, professional technical support to customers via phone, live chat, and email in both English and French.
• Assist clients with web hosting setup, domain management, email configuration, and server-related inquiries.
• Troubleshoot and resolve issues related to cPanel, WordPress, SSL certificates, DNS settings, and other hosting platforms.
• Educate customers on HostPapa's product features, upgrades, and best practices for website management.
• Escalate complex technical issues to senior engineers while maintaining clear communication with the customer.
• Document customer interactions, solutions, and recurring issues in the internal knowledge base.
• Collaborate with team members across 39 countries to ensure consistent service quality and knowledge sharing.
• Meet and exceed key performance indicators (KPIs) for response time, resolution rate, and customer satisfaction.

Required Qualifications

• Fluency in both English and French (written and spoken) is mandatory.
• Solid understanding of web hosting concepts, including cPanel, DNS, FTP, SSL, and domain management.
• Experience in a customer-facing technical support or help desk role.
• Strong problem-solving skills with the ability to diagnose and resolve technical issues efficiently.
• Excellent written and verbal communication skills with a customer-first mindset.
• Ability to work independently and as part of a globally distributed team.
• Comfortable working in a fast-paced, multicultural environment.

Preferred Skills

• Familiarity with Linux-based hosting environments and command-line tools.
• Experience with WordPress, Joomla, or other CMS platforms.
• Knowledge of HTML, CSS, or basic web development principles.
• Previous experience in the web hosting or IT services industry.
• Proficiency in additional languages is a plus.
• IT certifications such as CompTIA, Linux+, or similar are an advantage.

What Makes This Opportunity Stand Out

• Join one of the fastest-growing web hosting companies in the world with a global footprint spanning 39 countries.
• Work in a dynamic, multicultural environment that values diversity and collaboration.
• Opportunity to develop deep technical expertise across a wide range of hosting products and services.
• Competitive compensation and growth potential within a rapidly expanding organization.
• Be part of a company that prioritizes innovation, customer satisfaction, and employee development.