L1 Hosting Tech Support Agent

Job not on LinkedIn

🔥 0 minutes ago

🇵🇭 Philippines – Remote

💵 ₱35k - ₱40k / month

⏰ Full Time

🟢 Junior

💝 Customer Support

🚫👨‍🎓 No degree required

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.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

WebsiteLinkedInAll Job Openings

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, managing 2 concurrent chats and scaling up to 3 during high-volume periods • Provide ticket-based support via Zendesk • Diagnose and resolve common web hosting and WordPress issues, identifying root causes and resolving inquiries on first contact when possible • Troubleshoot WordPress 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 MySQL database queries and migrations to resolve backend errors and facilitate site movement • Use basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues • Document issues and escalate complex tier-2 technical 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 • Basic to intermediate knowledge of WordPress, with 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, including A records, CNAME, and TXT • Basic knowledge of HTTP response status codes, including 500, 404, 403, 502, and 504 • Experience with MySQL databases, including simple queries or basic site migrations • Ability to handle 2 to 3 concurrent live chat windows smoothly and accurately • Outstanding written and verbal English communication skills, with conversational, natural flow and minimal grammatical errors • Warm, empathetic customer support style prioritizing active listening, rapport-building, and customer advocacy • Practical experience navigating files and running basic diagnostic commands via Linux CLI is considered a nice-to-have • Bachelor's degree in Information Technology, Computer Science, or a related field is preferred, or equivalent hands-on experience will be highly considered

🏖️ Benefits

• Full-time, long-term opportunity • Fully remote work • Fixed mid-shift or night-shift schedule, Monday through Friday • Standard Philippine holidays observed