L1 Hosting Tech Support Agent [2644-464041]
Posted Updated
Description
Company Overview
LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we have built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to 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!
More Information
• Fully remote position with a standard 40-hour fixed-schedule work week.
• The exact work schedule depends on the assigned client, often involving an afternoon or night schedule; flexibility is important.
• Company culture focuses on the well-being of team members, offering a good work-life balance and a respectful work environment.
• Equipment provided.
• HMO, 13th-month pay, and other government-mandated benefits.
Reference: 2644-464041
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.
- Utilize basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
- Meticulously document issues and escalate 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.
- Strong familiarity with core WordPress mechanics: how themes, plugins, caching layers, and databases interact, and the common causes of performance drops and database connection errors (e.g., "Error Establishing a Database Connection").
- Ability to systematically isolate variables (deactivating plugins, switching to a default theme, clearing server and CDN cache) before escalating an issue.
- First-hand, hands-on experience using SFTP.
- Deep, practical understanding of DNS inside and out (zone files, propagation, and troubleshooting) and SSL setup.
- Ability to actively diagnose HTTP response status codes and distinguish server-side (50x) errors from client-side (40x) errors.
- Experience with MySQL databases, including running simple queries or basic site migrations.
- Familiarity with WP-CLI and working from the command line.
- Practical experience navigating files and running basic diagnostic commands via Linux CLI.
- Excellent multitasking capabilities, specifically the capacity to handle 3 concurrent live chat windows smoothly and accurately.
- Outstanding written English for both live chat and email, plus clear spoken English, with a conversational, natural flow and minimal grammatical errors.
- A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
- A bachelor's degree in Information Technology, Computer Science, or a related field is preferred, 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.
- 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.
- Benefits: Basic Philippines government-mandated benefits (13th-month pay, SSS, PhilHealth, Pag-IBIG), remote setup support, and holiday observance of Philippine holidays.
- Equipment provided
Skills
As published by lever · 22 questions · 6 written answers
Basics
Resume/CV, Full name, Email, Phone, Current location, Current company
Short answers (7)
- What is your current/previous Monthly Basic Gross Salary in PHP? (Excluding allowances, bonuses, and 13th-month pay. Format: e.g., 20,000)
- What's your expected monthly gross salary in Php? (Required format: e.g., 20,000)
- How many years of experience do you have in the role you’re applying for?
- For a referral, please indicate the name of the referring LevelUp employee.
- What is your standard notice period, and is there any flexibility to start sooner?
- Are you currently living in the Philippines on a full-time basis and legally authorized to work in the Philippines? If not, please explain.
- Do you intend to take on additional employment or paid work while employed in this role (including freelance/contract work)? If yes, please describe the expected timing and hours per week.
Pick from a list (9)
- Where did you first encounter this job opportunity?
- What was the final step that made you decide to apply?
- Do you require a visa or any type of sponsorship to work in the Philippines?
- Are you able to reliably commit to working the required Mid/Night Shift schedule? This position requires working a fixed mid-shift or night-shift (4:00 PM – 1:00 AM PH, 9:00 PM – 6:00 AM PH, or 10:00 PM – 7:00 AM PH) with no flexibility.
- Do you have a dedicated, distraction-free workspace with a stable internet connection suitable for professional video conferencing?
- Do you have at least 1 to 2 years of professional experience providing technical support specifically within a web hosting environment?
- Have you used SSH and the Linux Command Line Interface (CLI) to troubleshoot server-side issues (e.g., executing WP-CLI commands and checking disk usage)?
- Are you comfortable and experienced in handling 2 to 3 concurrent live chat sessions simultaneously via help desk platforms like Zendesk?
- Do you have practical experience executing basic database queries and assisting with MySQL site migrations?
Written answers (6)
- A customer starts a live chat reporting that they just updated their plugins and their WordPress website is now displaying a "500 Internal Server Error." Please describe the exact, step-by-step process you would follow to diagnose and resolve this issue.
- A customer has updated their DNS records to point to a new server, but their site is now returning an SSL security error, and some visitors report they cannot access the site at all. How would you troubleshoot this?
- This role requires handling up to 3 concurrent live chats during high-volume periods. What strategies or tools do you use to manage your time, prevent mixing up customer details, and keep customer wait times low?
- Explain your familiarity with MySQL databases and the Linux command line (CLI). Please share a real-life scenario of how you used database queries or CLI commands to resolve a hosting issue.
- You receive a live chat from a client whose website has been offline for 2 hours, resulting in significant business losses. The customer is angry, using aggressive language, and demanding an immediate fix. How do you handle this interaction?
- In 3 sentences or less: If a customer's WordPress site is down with a PHP fatal error, what exact wp-cli command do you use to locate the active broken plugin, what command deactivates it, and what Linux command pinpoints severe storage bloat on the server?