L1 Hosting Tech Support Agent

About the role

LevelUp is seeking a detail-oriented L1 Hosting Tech Support Agent to provide frontline technical assistance for hosting environments and WordPress websites. You will troubleshoot and resolve technical issues via live chat and ticket-based support while maintaining high quality assurance and customer satisfaction standards. This role requires managing multiple concurrent chat sessions in a fast-paced, fully remote environment.

Responsibilities

• Provide world-class technical support to hosting customers via live chat and ticket-based support via Zendesk.
• Diagnose and resolve common web hosting and WordPress issues, identifying root causes to solve customer inquiries on the first contact whenever possible.
• Assist customers with general WordPress tasks, including troubleshooting issues related to 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 database queries and migrations (MySQL) to resolve backend errors and facilitate site movement.
• Utilize basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
• Meticulously document issues and escalate complex, tier-2 technical problems to senior teams to ensure service continuity.
• Actively meet and exceed key performance indicators (KPIs) such as Customer Satisfaction (CSAT), Average Handling Time (AHT), QA scores, Acceptance Rate, and Average Customer Wait Time.

Required skills

• Technical support
• Web hosting
• WordPress
• FTP/SFTP
• cPanel
• DNS
• SSL
• HTTP status codes
• MySQL
• Linux CLI

Qualifications

• Bachelor's degree in information technology, Computer Science, or a related field
• Equivalent hands-on experience

Benefits

• Equipment provided
• HMO
• 13th month pay
• Government-mandated benefits

About the Company

LevelUp is a specialist agency providing outsourcing solutions to agencies, software vendors, and website owners. For over seven years, we have successfully collaborated with various companies, delivering valuable technical, operational, and back-office support.