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, managing 2 simultaneous chats and increasing to 3 during peak times.

• Offer ticket-based support using Zendesk.

• Identify and resolve common web hosting and WordPress problems, determining root causes and addressing inquiries on the first contact when feasible.

• Troubleshoot issues related to WordPress core files, plugins, themes, and configuration errors.

• Respond to server-side inquiries, review DNS records, check and renew SSL certificates, and diagnose website accessibility challenges.

• Execute basic MySQL database queries and migrations to fix backend issues and assist with site transitions.

• Utilize basic Linux command-line tools to analyze, navigate, and resolve server-side challenges.

• Record issues and escalate intricate tier-2 technical matters to senior teams.

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

• Maintain a highly responsive online presence through Slack and Zendesk during the work shift.

⛳️ Requirements

• 1 to 2 years of substantial technical support experience specifically in a web hosting setting.

• Basic to intermediate proficiency in WordPress, with the capability to identify and troubleshoot conflicts related to plugins, themes, and configurations.

• Demonstrated experience with FTP/SFTP, cPanel, or custom web hosting interfaces.

• Strong comprehension of DNS zone files, including A records, CNAME, and TXT.

• Fundamental knowledge of HTTP response status codes, such as 500, 404, 403, 502, and 504.

• Familiarity with MySQL databases, including simple queries or basic website migrations.

• Ability to manage 2 to 3 concurrent live chat sessions efficiently and accurately.

• Excellent written and verbal communication skills in English, with a conversational and natural flow and minimal grammatical errors.

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

• Practical experience in navigating files and executing basic diagnostic commands via Linux CLI is a beneficial asset.

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

🏝️ Benefits

• Full-time, long-term employment opportunity.

• Completely remote work environment.

• Set mid-shift or night-shift schedule, Monday through Friday.

• Standard Philippine holidays will be observed.