L1 Hosting Tech Support Agent

Job 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
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