L1 Hosting Tech Support Agent

LevelUpWeb hosting

Listing location: Manila; Workplace type: Remote; Fully remote positionFull-TimeJunior

Salary35,000 - 40,000 PHP per month

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Job Details

Languages: Outstanding written English for both live chat and email, plus clear spoken English
Experience: 1 to 2 years of solid technical support experience specifically working in a web hosting environment.
Required Skills: MySQLWordPressZendesk

Have 1 to 2 years of technical support experience in a web hosting environment.
Understand WordPress themes, plugins, caching layers, databases, and common performance and database connection issues.
Systematically isolate variables, including deactivating plugins, switching themes, and clearing server and CDN cache.
Have hands-on experience using SFTP.
Have practical knowledge of DNS zone files, propagation, troubleshooting, and SSL setup.
Diagnose HTTP response status codes and distinguish server-side 50x errors from client-side 40x errors.
Have experience with MySQL, including simple queries or basic site migrations.
Be familiar with WP-CLI and command-line work.
Navigate files and run basic diagnostic commands using Linux CLI.
Handle up to three concurrent live chat windows smoothly and accurately.
Have outstanding written English for chat and email, and clear spoken English with minimal grammatical errors.
Be able to work a fixed 40-hour schedule, with flexibility for afternoon or night shifts depending on the assigned client.
A bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent hands-on experience is considered.

Provide technical support to hosting customers through live chat and Zendesk tickets, managing concurrent chats.
Diagnose and resolve common web hosting and WordPress issues, identifying root causes where possible.
Troubleshoot WordPress core files, plugins, themes, and configuration errors.
Answer server-side queries, inspect DNS records, update SSL certificates, and troubleshoot website accessibility.
Handle basic MySQL database queries and migrations.
Use Linux command-line tools to diagnose and troubleshoot server-side issues.
Document issues and escalate complex tier-2 technical problems to senior teams.
Meet KPIs including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time.
Maintain an active, responsive presence on Slack and Zendesk during shifts.

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