[Hiring] L1 Hosting Tech Support Agent @LevelUp

Role Description

We are seeking a highly motivated, detail-oriented L1 Hosting Tech Support Agent to join our team. In this critical, frontline, customer-facing role, you will serve as the primary point of contact for clients seeking technical assistance with their hosting environments and WordPress websites.

• Provide world-class technical support to hosting customers via live chat (managing 2 concurrent chats, scaling up to 3 during high-volume periods) and ticket-based support via Zendesk.
• Diagnose and resolve common web hosting and WordPress issues, identifying root causes to solve customer inquiries on the first contact whenever possible.
• Assist customers with general WordPress tasks, including troubleshooting issues related to core files, plugins, themes, and configuration errors.
• Answer server-side queries, inspect DNS records, check and update SSL certificates, and troubleshoot website accessibility issues.
• Handle basic database queries and migrations (MySQL) to resolve backend errors and facilitate site movement.
• Utilize basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
• Meticulously document issues and escalate complex, tier-2 technical problems to senior teams to ensure service continuity.
• Actively meet and exceed key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), QA scores, Acceptance Rate, and Average Customer Wait Time.
• Maintain an active, highly responsive online presence via Slack and Zendesk during your entire shift.

Qualifications

• 1 to 2 years of solid technical support experience specifically working in a web hosting environment.
• Basic to intermediate knowledge of WordPress, with a demonstrated ability to identify and troubleshoot plugin, theme, and configuration conflicts.
• Proven experience with FTP/SFTP, cPanel, or custom web hosting dashboards.
• Strong understanding of DNS zone files (A records, CNAME, TXT) and SSL setup.
• Basic knowledge of HTTP response status codes (e.g., 500, 404, 403, 502, 504).
• Experience with MySQL databases, including running simple queries or basic site migrations.
• Excellent multitasking capabilities, specifically the capacity to handle 2 to 3 concurrent live chat windows smoothly and accurately.
• Outstanding written and verbal English communication skills, with a conversational, natural flow and minimal grammatical errors.
• A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
• Practical experience navigating files and running basic diagnostic commands via Linux CLI.
• A bachelor's degree in information technology, Computer Science, or a related field is preferred (nice-to-have), but equivalent hands-on experience will be highly considered.

Requirements

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.

Benefits

• Equipment provided.
• HMO + 13th month pay and other government-mandated benefits.
• ₱35,000 - ₱40,000 a month.