[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.
• Strong familiarity with core WordPress mechanics: how themes, plugins, caching layers, and databases interact, and the common causes of performance drops and database connection errors (e.g., "Error Establishing a Database Connection").
• Ability to systematically isolate variables (deactivating plugins, switching to a default theme, clearing server and CDN cache) before escalating an issue.
• First-hand, hands-on experience using SFTP.
• Deep, practical understanding of DNS inside and out (zone files, propagation, and troubleshooting) and SSL setup.
• Ability to actively diagnose HTTP response status codes and distinguish server-side (50x) errors from client-side (40x) errors.
• Experience with MySQL databases, including running simple queries or basic site migrations.
• Familiarity with WP-CLI and working from the command line.
• Practical experience navigating files and running basic diagnostic commands via Linux CLI.
• Excellent multitasking capabilities, specifically the capacity to handle 3 concurrent live chat windows smoothly and accurately.
• Outstanding written English for both live chat and email, plus clear spoken English, with a conversational, natural flow and minimal grammatical errors.
• A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
• A bachelor's degree in Information Technology, Computer Science, or a related field is preferred, but equivalent hands-on experience will be highly considered.

Requirements

• Fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the assigned client, often involving an afternoon or night schedule; flexibility is important.
• Company culture focuses on the well-being of team members, offering a good work-life balance and a respectful work environment.
• Equipment provided.
• HMO, 13th-month pay, and other government-mandated benefits.

Benefits

• Basic Philippines government-mandated benefits (13th-month pay, SSS, PhilHealth, Pag-IBIG).
• Remote setup support.
• Holiday observance of Philippine holidays.
• ₱35,000 - ₱40,000 a month.