L1 Hosting Tech Support Agent

LevelUp - WordPress Technical Support & Outsourcing

. Provide technical support to hosting customers via live chat and Zendesk ticket-based support .

Posted 11/4/2026full-timeRemote • PhilippinesJunior💰 ₱35,000 - ₱40,000 per monthWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong technical support capabilities in web hosting environments, with expertise in WordPress mechanics, DNS troubleshooting, and Linux command-line tools. Proven ability to manage multiple live chat interactions while maintaining high customer satisfaction and performance metrics.

Highest-signal resume keywords

Technical Support ExperienceWordPress MechanicsDNS TroubleshootingLinux Command-Line ToolsMySQL Database Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

WordPressDNSMySQLSFTPSSL SetupHTTP Response Status CodesWP-CLILinux CLIWebsite Accessibility TroubleshootingSite Migrations

Soft Skills

Empathetic Customer SupportActive ListeningRapport-BuildingClear CommunicationProblem-Solving

Tools & Technologies

ZendeskSlack

Certifications & Qualifications

Bachelor's Degree in Information TechnologyBachelor's Degree in Computer Science

Industry Keywords

Web HostingTechnical SupportCustomer SatisfactionKPI ManagementLive Chat Support

Tech Stack

Tools & technologies

DNSLinuxMySQLWordPress

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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