Technical Support Associate - MyTime Support Fulfillment

Web.com Canada, Inc.; Cebu City; In loco; PHP 279.000 - 446.000; Tempo pieno

Descrizione del lavoro

Network Solutions is seeking a technically adept support specialist in Cebu City to diagnose issues across WordPress and hosting environments, perform migrations, and guide customers through complex configurations. You will troubleshoot PHP, MySQL, DNS, SSL, and CMS-related problems while documenting steps and collaborating with colleagues.

The role requires clear customer communication, the ability to explain technical concepts in plain language, and ongoing learning of hosting technologies to

Competenze

• Ability to diagnose website, hosting, and application issues across WordPress and CMS platforms.
• Experience reviewing wp-config.php, .htaccess, and related files.
• Strong communication to translate technical solutions for customers.
• Familiarity with migrations between hosting environments.

Mansioni

• Diagnose and resolve website, hosting, and application issues across WordPress and other CMS platforms.
• Perform website migrations between hosting environments and verify SSL, DNS, and redirects.
• Conduct technical consultations with customers via tickets, email, or calls.
• Document troubleshooting steps and escalate when needed.
• Maintain up-to-date knowledge of web technologies and hosting practices.

Conoscenze

WordPress troubleshooting

PHP debugging

MySQL databases

DNS/SSL configuration

Customer communication

Strumenti

FTP/SFTP

File managers

Debugging tools

Server logs

Descrizione del lavoro

Who we are.

At Network Solutions, we've been trusted for decades to help people get online and stay ahead. We've been here since the beginning of the internet, and we're still building for what comes next.

As the original digital identity authority, we help secure domain names, protect brands, and safeguard the infrastructure businesses rely on. We empower our customers to own and manage the assets that define them online, while delivering enterprise-grade security to protect against virtual threats. Our team leverages modern, AI-accelerated tools to streamline how businesses manage their digital presence, making the most of our decades of experience.

The Network Solutions team is here to help online businesses protect what's theirs and build for tomorrow. That's why millions trust us to protect their domains, brands, and websites every day.

What you'll do & how you'll make your mark.

Technical Troubleshooting

• Diagnose and resolve website, hosting, and application issues across WordPress and other supported CMS platforms, including plugin/theme conflicts, failed updates, HTTP errors, redirects, login issues, and outages.
• Investigate PHP errors, compatibility issues, version conflicts, memory limits, and configuration problems; make appropriate HTML, CSS, and PHP changes within scope and assist with PHP version updates.
• Review and modify files such as wp-config.php, .htaccess, and other application files, and enable/review debugging tools, error logs, and server responses to identify failures.
• Work with MySQL databases, connections, tables, and configuration; work with FTP/SFTP, file managers, directories, and permissions.
• Troubleshoot domains, DNS records, nameservers, SSL certificates, redirects, and HTTPS configuration, and determine whether an issue originates from DNS, hosting, SSL, application, or configuration.
• Diagnose hosting and environment configuration issues (document roots, file paths, PHP configuration, server settings) and identify platform issues for escalation.
• Identify root causes and implement lasting solutions rather than temporary workarounds; test and validate all completed work before resolution.
• Recognize when an issue requires a developer or another technical team, and provide clear details about what was found and what has already been tried.

Website Migrations and Fulfillment

• Perform website migrations between supported hosting environments, including migrating and configuring files, databases, URLs, and configuration paths, and troubleshooting migration- or environment-related issues.
• Complete approved website repairs, updates, configuration changes, including content, layout, styling, and functionality updates within the scope of MyTime Support.
• Work with page builders, forms, integrations, plugins, and themes when supported.
• Maintain appropriate backups or recovery options before higher-risk changes.
• Validate completed work and migrations - functionality, SSL, DNS, redirects, and database connectivity - to confirm nothing else on the site was affected.

Technical Consultation and Customer Communication

• Conduct consultations - through tickets, email, phone, and other supported channels - to understand customer goals, concerns, and desired outcomes, asking targeted questions to identify the underlying issue rather than relying solely on reported symptoms.
• Review the customer's website and hosting environment before recommending a solution, and recommend appropriate troubleshooting, repair, migration, configuration, or optimization solutions.
• Explain issues and completed work in clear, customer-friendly language; set expectations regarding scope, limitations, risk, and next steps.
• Contact customers when clarification, additional information, credentials, authorization, or approval is required, and obtain approval when multiple approaches are available.
• Maintain accurate documentation of customer communication, approvals, troubleshooting, and completed work.

Investigation and Escalation

• Independently research unfamiliar technical issues using documentation, testing, logs, internal resources, and available tools, applying structured troubleshooting methods to isolate problems and test solutions.
• Document troubleshooting steps, findings, and completed work clearly.
• Track escalated issues and communicate relevant updates.

Performance and Professional Development

• Manage multiple technical cases while meeting established service-level requirements, prioritizing work based on urgency, impact, and business needs.
• Meet expectations for productivity, quality, accuracy, efficiency, and customer satisfaction; take ownership of assigned cases and balance thorough troubleshooting with efficient case handling.
• Adapt to changing technologies, processes, workloads, and business priorities, and support other teams and channels as needed.
• Maintain current knowledge of WordPress, PHP, hosting, DNS, SSL, databases, and related web technologies, continuously developing skills through troubleshoo