L1 Hosting Tech Support Agent

🔥 13 hours ago

🇵🇭 Philippines – Remote

💵 ₱35k - ₱40k / month

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 8%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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LevelUp - WordPress Technical Support & Outsourcing

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51 - 200 employees

💼 Consulting

📦 Logistics

📣 Marketing

Consulting • Logistics • Marketing

LevelUp is a company specializing in WordPress technical support and outsourcing services. Founded in 2017, LevelUp provides a range of services aimed at helping WordPress businesses succeed, including technical support and maintenance plans for WordPress sites, one-time fix services, and managed customer support for WordPress theme and plugin developers. They also offer white-label support packages for WordPress design agencies and assistance in building offshore teams to handle WordPress support and development. With a focus on reducing operational overheads, LevelUp helps businesses outsource their technical support needs, offering specialized talent to handle WordPress-related challenges efficiently. The company is based in the UK with a support office in Manila, Philippines.

📋 Description

• Provide technical support to hosting customers via live chat and Zendesk ticket-based support • Manage 2 concurrent chats, scaling up to 3 during high-volume periods • Diagnose and resolve common web hosting and WordPress issues • Assist with WordPress core files, plugins, themes, and configuration errors • Answer server-side queries and inspect DNS records • Check and update SSL certificates • Troubleshoot website accessibility issues • Handle basic MySQL queries and site migrations • Use Linux command-line tools to diagnose and troubleshoot server-side issues • Document issues and escalate complex tier-2 problems to senior teams • Meet and exceed KPIs including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time • Maintain a highly responsive online presence via Slack and Zendesk throughout the shift

🎯 Requirements

• 1 to 2 years of solid technical support experience specifically working in a web hosting environment • Strong familiarity with core WordPress mechanics, including themes, plugins, caching layers, and databases • Ability to systematically isolate variables before escalating an issue • First-hand, hands-on experience using SFTP • Deep, practical understanding of DNS, including zone files, propagation, and troubleshooting • Understanding of SSL setup • Ability to diagnose HTTP response status codes and distinguish server-side 50x errors from client-side 40x errors • Experience with MySQL databases, including simple queries or basic site migrations • Familiarity with WP-CLI and command-line work • Practical experience navigating files and running basic diagnostic commands via Linux CLI • Ability to handle 3 concurrent live chat windows smoothly and accurately • Outstanding written and clear spoken English • Warm, empathetic customer support style prioritizing active listening, rapport-building, and customer advocacy • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent hands-on experience will be highly considered

🏖️ Benefits

• Fully remote position • Standard 40-hour fixed-schedule work week • Good work-life balance • Respectful work environment • Equipment provided • HMO • 13th-month pay • SSS • PhilHealth • Pag-IBIG • Remote setup support • Holiday observance of Philippine holidays

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