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L1 Hosting Tech Support Agent [2644-464041]

1 day, 13 hours ago
Philippines
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
CDN DNS HTTP Linux MySQL SFTP 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
51-200
Founded 2017
View All Jobs 13

Description

  • Provide technical support to hosting customers through live chat and Zendesk tickets.
  • Manage two concurrent chats, scaling to three during high-volume periods.
  • Diagnose and resolve web hosting, WordPress, website accessibility, DNS, and SSL issues.
  • Assist with WordPress core, plugin, theme, caching, and configuration troubleshooting.
  • Handle basic MySQL queries and site migrations to resolve backend issues.
  • Use Linux command-line tools to investigate server-side problems.
  • Document support issues thoroughly and escalate complex tier-2 cases to senior teams.
  • Meet performance targets for CSAT, AHT, QA scores, acceptance rate, and customer wait time.
  • Maintain a responsive online presence in Slack and Zendesk throughout each shift.

Requirements

  • 1–2 years of technical support experience in a web hosting environment.
  • Strong knowledge of WordPress themes, plugins, caching layers, databases, performance issues, and database connection errors.
  • Ability to systematically troubleshoot issues by isolating variables before escalation.
  • Hands-on experience with SFTP, DNS zone files and propagation, and SSL setup.
  • Ability to diagnose HTTP status codes and distinguish 50x server errors from 40x client errors.
  • Experience with MySQL, including simple queries and basic site migrations.
  • Familiarity with WP-CLI and Linux command-line navigation and diagnostic tools.
  • Ability to accurately manage up to three concurrent live chat conversations.
  • Excellent written and spoken English with an empathetic, customer-focused communication style.
  • Bachelor’s degree in IT, Computer Science, or a related field preferred; equivalent hands-on experience considered.
  • Flexibility to work a fixed 40-hour schedule, potentially during afternoon or night shifts.

Benefits

  • Fully remote, full-time long-term role with a fixed 40-hour work week.
  • Equipment provided and remote setup support.
  • Philippines government-mandated benefits, including 13th-month pay, SSS, PhilHealth, and Pag-IBIG.
  • Philippine holiday observance.
  • Work-life balance and a respectful team environment.

Interested in this position?

Apply directly on the company website

Apply Now

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