Remote L1 Web Hosting 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

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.