L1 Hosting Tech Support Agent

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver technical assistance to hosting clients through live chat and support tickets on Zendesk.

• Manage two simultaneous chats, increasing to three during peak times.

• Identify and resolve typical web hosting and WordPress-related issues.

• Provide support for WordPress core files, plugins, themes, and configuration problems.

• Respond to server-related inquiries and analyze DNS records.

• Verify and renew SSL certificates as needed.

• Address website accessibility concerns.

• Execute basic MySQL queries and assist with site migrations.

• Utilize Linux command-line tools for diagnosing and resolving server-side challenges.

• Record issues and escalate complex tier-2 situations to senior teams.

• Achieve and surpass KPIs such as CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time.

• Maintain a highly active online engagement via Slack and Zendesk throughout your shift.

⛳️ Requirements

• 1 to 2 years of robust technical support experience in a web hosting context.

• Strong understanding of core WordPress functionalities, encompassing themes, plugins, caching layers, and databases.

• Capability to systematically isolate variables prior to escalating issues.

• Direct, hands-on experience with SFTP.

• In-depth, practical knowledge of DNS, including zone files, propagation, and troubleshooting techniques.

• Familiarity with SSL configuration.

• Competence in diagnosing HTTP response status codes and differentiating between server-side 50x errors and client-side 40x errors.

• Experience with MySQL databases, including executing simple queries and performing basic site migrations.

• Acquainted with WP-CLI and command-line operations.

• Practical experience navigating files and executing basic diagnostic commands via the Linux CLI.

• Ability to effectively manage three concurrent live chat windows with precision.

• Excellent written and verbal communication skills in English.

• A warm, empathetic customer support approach that emphasizes active listening, relationship-building, and customer advocacy.

• A Bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent hands-on experience will also be heavily considered.

🏝️ Benefits

• Fully remote position.

• Standard 40-hour fixed-schedule work week.

• Favorable work-life balance.

• Respectful workplace environment.

• Equipment supplied.

• Health Maintenance Organization (HMO) coverage.

• 13th-month pay.

• Social Security System (SSS) benefits.

• PhilHealth coverage.

• Pag-IBIG benefits.

• Support for remote setup.

• Observance of Philippine holidays.