L1 Hosting Tech Support Agent [2634-323775]

Company Overview

LevelUp is a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with various companies, delivering valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals committed to producing high-quality work for our clients.

Position Overview

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.

Leveraging your passion for customer service and solid foundational knowledge of web hosting, you will troubleshoot and resolve a broad spectrum of technical issues via live chat and ticket-based support. Since stellar client experiences are highly valued, you will be expected to multitask efficiently by managing two to three concurrent live chat channels during busy periods while maintaining excellent response times, a high-quality assurance (QA) score, and top-tier Customer Satisfaction (CSAT).

This is a full-time, long-term opportunity embedded in an active, supportive team. If you thrive in fast-paced environments, love solving technical puzzles, and enjoy delivering empathetic, world-class customer service, we would love to have you on board! This fully remote position requires working a fixed mid-shift or night-shift Monday through Friday with no schedule flexibility, observing standard Philippine holidays.

Reference: 2634-323775

• 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.

• 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 is considered a nice-to-have.
• A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, but equivalent hands-on experience will be highly considered.