Technical Support Specialist (T1)

About the role

Reporting to the Team Lead (T1), the Technical Support Specialist is the front line of WHC’s Customer Care team — the first person a customer reaches when something isn’t working. A site that won’t load, email that stopped delivering, a DNS change that didn’t propagate, an SSL certificate that expired overnight. You take the call, reproduce the problem, and either solve it or hand it to the next tier with everything they need to keep going.

This is the first step on the technical career path at WHC. Our T2s, T3s and team leads started here.

What you'll do

• Be the first point of contact for customers on calls, chats and tickets, in English and French
• Reproduce, troubleshoot and resolve front-line issues across hosting, domains, email, DNS and SSL
• Gather the information a case needs and escalate cleanly to T2 when an issue goes beyond your tier
• Document every resolution, and build runbooks, customer guides, FAQs and tutorials so the next person is faster than you were
• Spot patterns — when the same issue arrives five times in a morning, you flag it rather than fixing it five times
• Take on specialized projects as they come up

Qualifications

• 1–3 years of technology experience, ideally in hosting or cloud.
• Bilingual: English & French, spoken and written — an excellent communicator in both.
• Comfort with the fundamentals: DNS, email delivery, web servers, and how a website actually gets to a browser.
• Excellent problem solving and analytical skills — you narrow things down rather than guessing.
• Patience and genuine empathy; many of our customers are not technical, and their business is on the line.
• Well organized, with strong time management.
• Openness to constructive feedback, and the ability to give it to others.
• Adaptability and comfort with ambiguity.

Perks

• Be part of a successful team that can make a difference.
• Work with the latest tools and technologies alongside seasoned veterans in the industry.
• Full training for new employees + ongoing coaching & training.
• Dental & medical insurance.
• Hybrid work model: work from the comfort of your home + come into our Tunis office.
• Free coffee on us at the office.
• Social committee outings.