Web Hosting & Customer Support Specialist (Remote Work)

TwistResources, Inc.; Mabalacat; Remote; PHP 240,000 - 360,000; Full time

Benefits offered by this job

Morning shift

Work Equipment provided

HMO on day 1

1 free HMO dependent upon regularizati

20 accrued PTO annually

Job summary

TwistResources, Inc. is seeking a frontline support specialist in the Philippines to assist customers with website, hosting, and email issues, acting as the first line of contact and resolving technical problems.

You will troubleshoot WordPress sites, perform updates, assist with migrations, backups, SSL, configure emails on multiple devices, and support Microsoft 365; strong English and customer service required, with desirable knowledge in cPanel/WHM and Cloudflare.

Qualifications

• Excellent written and verbal English communication is required.
• Strong customer service skills and problem-solving abilities.
• Experience supporting WordPress websites and hosting environments.
• Knowledge of web hosting, DNS, and SSL certificates.
• Experience setting up and troubleshooting email on desktop and mobile devices.
• Ability to explain technical concepts in simple terms.
• cPanel/WHM experience is desirable.
• Cloudflare experience is desirable.
• Microsoft 365 administration is desirable.

Responsibilities

• Provide support via phone, email, and ticketing systems.
• Troubleshoot WordPress websites and hosting issues; perform core, plugin and theme updates.
• Assist with website migrations, backups and SSL certificates.
• Configure and troubleshoot email accounts on multiple devices.
• Assist customers with Microsoft 365 and Outlook issues.
• Manage DNS records including MX, SPF, DKIM, and DMARC.
• Perform routine server maintenance and patching.
• Escalate complex issues and maintain accurate documentation.

Skills

English communication

Customer service

WordPress support

Web hosting knowledge

DNS & SSL knowledge

Email setup & troubleshooting

Problem solving

Explain technical concepts simply

Microsoft 365 administration (des),

Tools

WordPress

cPanel/WHM

Cloudflare

Microsoft 365

DNS management tools

SSL certificates management

Job description

About the role

This is a frontline support position where you'll assist customers with website, hosting and email-related issues. You'll be the first point of contact for many of our clients, providing excellent service while troubleshooting and resolving technical problems.

Key responsibilities

• Provide support via phone, email and ticketing systems


• Troubleshoot WordPress websites and hosting issues


• Perform WordPress core, plugin and theme updates


• Assist with website migrations, backups and SSL certificates


• Configure and troubleshoot email accounts on Windows, Mac, iPhone, iPad and Android devices


• Assist customers with Microsoft 365 and Outlook issues


• Manage DNS records including MX, SPF, DKIM and DMARC


• Perform routine server maintenance and patching
  
• Escalate complex issues when required and maintain accurate documentation

About you

• Excellent written and verbal English communication skills


• Strong customer service skills


• Experience supporting WordPress websites


• Knowledge of web hosting, DNS and SSL certificates


• Experience setting up and troubleshooting email on desktop and mobile devices


• Strong problem-solving and troubleshooting ability


• Ability to communicate technical concepts in simple, easy-to-understand language


• cPanel / WHM experience (desirable)


• Cloudflare experience (desirable)


• Microsoft 365 administration (desirable)

Benefits:

• Morning shift


• Work Equipment provided


• HMO on day 1


• 1 free HMO dependent upon regularization


• 20 accrued PTO annually