L1 Hosting Tech Support Agent
New
L
LevelUpWeb Hosting
Listing location: Manila, Philippine holidaysFull-TimeEntry
Salary₱35,000 - ₱40,000 a month
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Job Details
- Languages
- English
- Experience
- 1 to 2 years
- Required Skills
- MySQLWordPressZendeskTechnical support
Requirements
- 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.
Responsibilities
- 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.
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