L1 Hosting Tech Support Agent

LevelUp operates as a specialized outsourcing provider, delivering operational, technical, and back-office services to website owners, software vendors, and agencies. The firm has spent more than…

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Role Snapshot

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Remote from

Remote

Salary

USD 35,000 - 40,000/yr

Department

General

Employment

Full-time

Experience

Not specified

Published8h ago

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Applications0

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About This Role

LevelUp operates as a specialized outsourcing provider, delivering operational, technical, and back-office services to website owners, software vendors, and agencies. The firm has spent more than seven years partnering with various businesses and maintains a large group of professionals dedicated to quality delivery. The organization is currently hiring an L1 Hosting Tech Support Agent to join on a full-time, long-term basis. In this frontline position, the incumbent acts as the…

Job Description

The organization is currently hiring an L1 Hosting Tech Support Agent to join on a full-time, long-term basis. In this frontline position, the incumbent acts as the primary contact for clients needing technical assistance regarding WordPress sites and hosting environments. This role suits individuals who enjoy solving technical problems, can multitask efficiently during peak periods, and take pride in delivering empathetic customer care.

Responsibilities include managing ticketing systems and handling multiple live chat channels concurrently. Team members diagnose hosting issues, examine DNS records, manage SSL certificates, and execute basic MySQL database tasks and migrations. The position is fully remote with a fixed mid-shift or night-shift schedule running Monday through Friday, adhering to standard Philippine holidays. Candidates must be prepared to meet specific performance targets relating to customer satisfaction and response times.

Responsibilities

Deliver technical support to hosting clients through Zendesk tickets and live chat channels, managing two to three concurrent chats during busy periods.
Diagnose and resolve WordPress and web hosting issues to solve inquiries on first contact when possible.
Handle general WordPress tasks covering core files, themes, plugins, and configuration errors.
Answer server queries, inspect DNS records, check and update SSL certificates, and troubleshoot accessibility problems.
Perform basic database queries and migrations using MySQL to fix backend errors.
Use basic Linux command-line tools to navigate and diagnose server-side problems.
Document issues accurately and escalate tier-2 problems to senior teams.
Meet or exceed performance indicators including CSAT, AHT, QA scores, acceptance rate, and wait times.
Maintain an active online presence on Slack and Zendesk throughout the shift.

Requirements

One to two years of technical support experience in a web hosting environment.
Basic to intermediate understanding of WordPress, including identifying configuration, plugin, and theme conflicts.
Familiarity with FTP or SFTP, cPanel, or custom web hosting dashboards.
Understanding of SSL setups and DNS zone files such as A records, CNAME, and TXT.
Knowledge of HTTP response status codes like 404, 500, 403, 502, and 504.
Experience running simple MySQL database queries and basic site migrations.
Ability to multitask and smoothly manage two to three live chat windows simultaneously.
Strong written and verbal English communication skills with minimal grammatical errors.
Warm, empathetic customer support style focusing on active listening and advocacy.
Practical experience navigating files and executing diagnostic commands using Linux CLI.
Availability to work a fixed mid-shift or night-shift schedule from Monday through Friday.