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L1 Hosting Tech Support Agent [2634-323775]

3 weeks, 5 days ago
Philippines
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
DNS FTP HTTP Linux MySQL PHP SFTP TLS WordPress
Apply Now
LevelUp

LevelUp

LevelUp: WordPress specialists offering maintenance, development, and support plans for businesses. 21-day free trial available for product support and business growth.

Internet Software & Services
51-250
Founded 2017
View All Jobs 5

Description

  • Provide technical support to hosting customers via live chat and Zendesk tickets, managing 2 concurrent chats and up to 3 during busy periods.
  • Diagnose and resolve common web hosting and WordPress issues, aiming to solve inquiries on first contact whenever possible.
  • Troubleshoot WordPress problems involving core files, plugins, themes, and configuration errors.
  • Answer server-side questions, inspect DNS records, update SSL certificates, and resolve website accessibility issues.
  • Handle basic MySQL queries and migrations to support backend troubleshooting and site movement.
  • Use basic Linux command-line tools to diagnose and troubleshoot server-side issues.
  • Document issues accurately and escalate complex technical problems to senior teams when needed.
  • Track and meet KPIs including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time.
  • Maintain an active and responsive presence on Slack and Zendesk throughout the shift.

Requirements

  • 1 to 2 years of technical support experience in a web hosting environment.
  • Basic to intermediate knowledge of WordPress troubleshooting, including plugin, theme, and configuration conflicts.
  • Experience with FTP/SFTP, cPanel, or custom web hosting dashboards.
  • Strong understanding of DNS zone files, including A records, CNAME, and TXT, plus SSL setup.
  • Basic knowledge of HTTP response status codes such as 500, 404, 403, 502, and 504.
  • Experience with MySQL databases, including simple queries and basic site migrations.
  • Ability to handle 2 to 3 concurrent live chat windows accurately and efficiently.
  • Excellent written and verbal English communication skills.
  • Warm, empathetic customer support style with strong listening and customer advocacy.
  • Practical experience using Linux CLI for file navigation and basic diagnostics.
  • Bachelor's degree in IT, Computer Science, or a related field is preferred, though equivalent hands-on experience is also valued.

Benefits

  • Fully remote position.
  • Standard 40-hour fixed-schedule work week.
  • Equipment provided.
  • HMO coverage.
  • 13th month pay.
  • Other government-mandated benefits.
  • Company culture that supports work-life balance and a respectful work environment.

Interested in this position?

Apply directly on the company website

Apply Now

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