L1 Hosting Tech Support Agent
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Job Description
L1 hosting support agent troubleshooting WordPress websites and hosting environments for LevelUp’s technology-company clients. Resolving customer issues through live chat, Zendesk, DNS, SSL, MySQL, and Linux tools.
Responsibilities:
- Provide technical support to hosting customers via live chat and Zendesk ticket-based support
- Manage 2 concurrent chats, scaling up to 3 during high-volume periods
- Diagnose and resolve common web hosting and WordPress issues
- Assist with WordPress core files, plugins, themes, and configuration errors
- Answer server-side queries and inspect DNS records
- Check and update SSL certificates
- Troubleshoot website accessibility issues
- Handle basic MySQL queries and site migrations
- Use Linux command-line tools to diagnose and troubleshoot server-side issues
- Document issues and escalate complex tier-2 problems to senior teams
- Meet and exceed KPIs including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time
- Maintain a highly responsive online presence via Slack and Zendesk throughout the shift
Requirements:
- 1 to 2 years of solid technical support experience specifically working in a web hosting environment
- Strong familiarity with core WordPress mechanics, including themes, plugins, caching layers, and databases
- Ability to systematically isolate variables before escalating an issue
- First-hand, hands-on experience using SFTP
- Deep, practical understanding of DNS, including zone files, propagation, and troubleshooting
- Understanding of SSL setup
- Ability to diagnose HTTP response status codes and distinguish server-side 50x errors from client-side 40x errors
- Experience with MySQL databases, including simple queries or basic site migrations
- Familiarity with WP-CLI and command-line work
- Practical experience navigating files and running basic diagnostic commands via Linux CLI
- Ability to handle 3 concurrent live chat windows smoothly and accurately
- Outstanding written and clear spoken English
- Warm, empathetic customer support style prioritizing active listening, rapport-building, and customer advocacy
- Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent hands-on experience will be highly considered
Benefits:
- Fully remote position
- Standard 40-hour fixed-schedule work week
- Good work-life balance
- Respectful work environment
- Equipment provided
- HMO
- 13th-month pay
- SSS
- PhilHealth
- Pag-IBIG
- Remote setup support
- Holiday observance of Philippine holidays
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