L1 Hosting Tech Support Agent

Jobicy; United States; Remote; USD 38,000 - 60,000; Full time

Benefits offered by this job

Equipment provided

HMO + 13th month pay

Job summary

LevelUp is seeking a highly motivated L1 Hosting Tech Support Agent to assist clients with hosting environments and WordPress sites. You will troubleshoot via live chat and tickets, manage multiple chats, and document issues for escalation.

Strong WordPress, DNS, SSL, MySQL, and Linux CLI skills are required, with a customer-focused, empathetic approach. The role is fully remote with a fixed mid- or night-shift schedule, Monday–Friday, observing Philippine holidays.

Qualifications

• 1–2 years of solid technical support experience in a web hosting environment.
• Basic to intermediate WordPress knowledge; troubleshoot plugins/themes/conflicts.
• Experience with FTP/SFTP, cPanel or custom hosting dashboards.
• Strong DNS zone file and SSL setup understanding.
• Knowledge of HTTP status codes (e.g., 500/404/403).
• MySQL experience with simple queries or migrations.
• Excellent multitasking to manage 2–3 chats concurrently.
• Strong written and verbal English communication; empathetic service style.
• Linux CLI practical diagnostic commands.
• Bachelor’s degree preferred or equivalent hands-on experience.

Responsibilities

• Provide world-class hosting support via live chat and Zendesk tickets.
• Diagnose and resolve web hosting and WordPress issues, aim for first-contact fixes.
• Assist with WordPress tasks: plugins, themes, configurations.
• Answer server queries, inspect DNS, manage SSL, and troubleshoot accessibility.
• Handle basic MySQL queries and site migrations as needed.
• Use Linux CLI to diagnose server-side issues.
• Document issues thoroughly and escalate complex problems to senior teams.
• Meet KPIs: CSAT, AHT, QA, Acceptance Rate, and Wait Time.
• Maintain active presence on Slack and Zendesk throughout shifts.

Skills

WordPress knowledge

FTP/SFTP

cPanel

DNS knowledge

Linux CLI

Customer support

English communication

Multitasking

Troubleshooting

MySQL

Education

Bachelor's degree in IT/CS (preferred)

Tools

Zendesk

Slack

cPanel

FTP/SFTP

Job description

Company Overview

LevelUp is a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with various companies, delivering valuable technical, operational, and back-office support. We boast a large team of skilled and passionate professionals committed to producing high-quality work for our clients.

Position Overview

We are seeking a highly motivated, detail-oriented L1 Hosting Tech Support Agent to join our team. In this critical, frontline, customer-facing role, you will serve as the primary point of contact for clients seeking technical assistance with their hosting environments and WordPress websites.

Leveraging your passion for customer service and solid foundational knowledge of web hosting, you will troubleshoot and resolve a broad spectrum of technical issues via live chat and ticket-based support. Since stellar client experiences are highly valued, you will be expected to multitask efficiently by managing two to three concurrent live chat channels during busy periods while maintaining excellent response times, a high-quality assurance (QA) score, and top-tier Customer Satisfaction (CSAT).

This is a full-time, long-term opportunity embedded in an active, supportive team. If you thrive in fast-paced environments, love solving technical puzzles, and enjoy delivering empathetic, world-class customer service, we would love to have you on board! This fully remote position requires working a fixed mid-shift or night-shift Monday through Friday with no schedule flexibility, observing standard Philippine holidays.

Reference: 2634-323775

Responsibilities

• Provide world-class technical support to hosting customers via live chat (managing 2 concurrent chats, scaling up to 3 during high-volume periods) and ticket-based support via Zendesk.
• Diagnose and resolve common web hosting and WordPress issues, identifying root causes to solve customer inquiries on the first contact whenever possible.
• Assist customers with general WordPress tasks, including troubleshooting issues related to core files, plugins, themes, and configuration errors.
• Answer server-side queries, inspect DNS records, check and update SSL certificates, and troubleshoot website accessibility issues.
• Handle basic database queries and migrations (MySQL) to resolve backend errors and facilitate site movement.
• Utilise basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
• Meticulously document issues and escalation complex, tier-2 technical problems to senior teams to ensure service continuity.
• Actively meet and exceed key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), QA scores, Acceptance Rate, and Average Customer Wait Time.
• Maintain an active, highly responsive online presence via Slack and Zendesk during your entire shift.

Requirements

• 1 to 2 years of solid technical support experience specifically working in a web hosting environment.
• Basic to intermediate knowledge of WordPress, with a demonstrated ability to identify and troubleshoot plugin, theme, and configuration conflicts.
• Proven experience with FTP/SFTP, cPanel, or custom web hosting dashboards.
• Strong understanding of DNS zone files (A records, CNAME, TXT) and SSL setup.
• Basic knowledge of HTTP response status codes (e.g., 500, 404, 403, 502, 504).
• Experience with MySQL databases, including running simple queries or basic site migrations.
• Excellent multitasking capabilities, specifically the capacity to handle 2 to 3 concurrent live chat windows smoothly and accurately.
• Outstanding written and verbal English communication skills, with a conversational, natural flow and minimal grammatical errors.
• A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
• Practical experience navigating files and running basic diagnostic commands via Linux CLI.
• A bachelor’s degree in information technology, Computer Science, or a related field is preferred (nice-to-have), but equivalent hands-on experience will be highly considered.

More Information

• This is a fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
• We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
• Equipment provided
• HMO + 13th month pay and other government-mandated benefits

Compensation

Additional Information