What we want:
You will be the technical owner of a portfolio of hosting and cloud customers — the single point of accountability for their technical queries, issue resolution, and overall satisfaction. Working closely with the Support and NOC teams, you will resolve and drive to closure everything from DNS and email issues to server performance and migration problems, ensuring customers stay healthy, informed, and confident in QualiSpace. This is a hands-on technical role, not a sales role: success is measured in resolution quality, SLA adherence, CSAT, and retention through service excellence.
Who we are:
Vertoz (NSEI: VERTOZ), an AI-powered MadTech and CloudTech Platform offering Digital Advertising, Marketing and Monetization (MadTech) & Digital Identity, and Cloud Infrastructure (CloudTech) caters to Businesses, Digital Marketers, Advertising Agencies, Digital Publishers, Cloud Providers, and Technology companies.
QualiSpace:
QualiSpace, a Vertoz company, is an ICANN-accredited domain registrar and a leading provider of web and cloud hosting services since 1998. From our Mumbai headquarters, we deliver 360° web-presence solutions to businesses across India and the US — including domain registration, shared and dedicated hosting, managed AWS and Azure cloud services, GPU and dedicated servers, enterprise email, SSL certificates, and data backup — backed by 24/7 support
What you will do:
- Own the technical relationship for assigned accounts
- Lead technical onboarding: plan and execute migrations, provisioning, DNS cutovers, and email transitions with minimal downtime.
- Own escalations end-to-end: coordinate internal teams, communicate clearly with customers during incidents, and deliver RCA (root-cause analysis) reports after resolution.
- Monitor account health proactively — uptime, resource utilisation, ticket trends, expiring services — and act before issues become complaints.
- Ensure SLA compliance and drive CSAT: follow up post-resolution, close feedback loops, and win back dissatisfied customers through service recovery.
- Conduct periodic technical reviews with customers: infrastructure health, security posture, capacity planning, and optimisation recommendations.
- Document solutions: maintain knowledge-base articles, runbooks, and how-to guides that reduce repeat tickets.
- Channel recurring technical pain points to Product and Engineering to fix root causes, not just symptoms.
- Maintain accurate ticket, account, and health-score data; report on CSAT, SLA adherence, resolution times, and churn risk.
- 3–5 years in customer success, customer support, or service delivery — preferably in web hosting, cloud, SaaS, or IT services — with a proven record of high CSAT and customer retention.
- Customer-first mindset with strong ownership: you treat every ticket as your own and stay with the customer until they confirm the issue is resolved.
- Excellent communication and empathy in English and Hindi — able to listen, de-escalate frustrated customers, set clear expectations, and explain technical matters in simple business language.
- Demonstrated experience managing escalations and service recovery: turning unhappy customers into loyal ones.
- Strong follow-up discipline: proactive status updates, on-time commitments, and closed feedback loops after every resolution.
- Comfortable measuring and being measured on satisfaction metrics — CSAT, NPS, SLA adherence, first-response and resolution times.
- Working familiarity with hosting concepts (domains, DNS, email, cPanel/Plesk, SSL) — enough to understand the customer's issue and coordinate effectively with L2/L3 engineers.
- Hands-on with ticketing/SLA tools (e.g., Freshdesk, Zoho Desk, Jira Service Management).
- Bachelor's degree in any discipline; IT or Engineering background is a plus.
Nice to Have
- Deeper technical exposure — Linux/Windows servers, email deliverability (SPF/DKIM/DMARC), or AWS/Azure basics.
- Certifications in customer service/ITIL, or cloud (AWS Cloud Practitioner, Azure Fundamentals).
- Experience with customer-feedback and health-scoring tools (NPS surveys, CSAT platforms).
