About this role.
This is a frontline L1 technical support role for web-hosting customers, delivered through live chat and Zendesk tickets. The agent will troubleshoot WordPress, DNS, SSL, server accessibility, MySQL migration, FTP/SFTP, cPanel, and basic Linux command-line issues. Success depends on resolving issues efficiently while managing two to three concurrent chats and meeting CSAT, QA, AHT, and wait-time targets. It is a fully remote, full-time Manila-based role with a fixed afternoon or night shift, Monday through Friday. The role is suited to an empathetic support professional with hands-on hosting experience and clear English communication.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
5/5Autonomy Level
3/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader PHP market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would first confirm the error and check whether it affects the front end, admin area, or both. I would review server and WordPress error logs, verify recent plugin or theme changes, check PHP compatibility and file permissions, and isolate conflicts by temporarily disabling suspect plugins when authorized. I would document findings, communicate progress clearly, and escalate with relevant logs and reproduction steps if the issue requires L2 support.
I would verify the domain's authoritative nameservers, inspect A, CNAME, and any conflicting records, and confirm that the target IP is correct. I would check propagation status and TTL values, then test resolution through multiple public resolvers. I would explain expected propagation timing to the customer while identifying whether the issue is caused by incomplete delegation, cached records, or an incorrect zone configuration.
I acknowledge each customer promptly, identify urgency and impact, and use concise updates to set expectations while I investigate. I keep structured notes for every chat, prioritize outages and access-impacting issues, and avoid making assumptions when switching between conversations. Before closing each chat, I summarize the resolution, confirm the next action, and ensure the ticket documentation is complete.
I would check the certificate expiration date, domain coverage, certificate chain, and whether the correct certificate is installed on the active virtual host. I would also verify DNS points to the intended server and test for mixed-content warnings if the certificate itself is valid. If renewal or installation is needed, I would guide the customer through the appropriate process or escalate with the domain, server, and validation details.
I would gather the relevant symptoms, timestamps, account or domain details, troubleshooting steps already completed, logs, and the customer impact. I would explain to the customer that the issue is being escalated while providing a realistic next-update expectation. Then I would create a clear escalation to the senior team and continue monitoring ownership so the customer receives a timely, informed response.
Company Overview
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. We boast a large team of skilled and passionate professionals committed to producing high-quality work for our clients.
Position Overview
We are seeking a highly motivated, detail-oriented L1 Hosting Tech Support Agent to join our team. In this critical, frontline, customer-facing role, you will serve as the primary point of contact for clients seeking technical assistance with their hosting environments and WordPress websites.
Leveraging your passion for customer service and solid foundational knowledge of web hosting, you will troubleshoot and resolve a broad spectrum of technical issues via live chat and ticket-based support. Since stellar client experiences are highly valued, you will be expected to multitask efficiently by managing two to three concurrent live chat channels during busy periods while maintaining excellent response times, a high-quality assurance (QA) score, and top-tier Customer Satisfaction (CSAT).
This is a full-time, long-term opportunity embedded in an active, supportive team. If you thrive in fast-paced environments, love solving technical puzzles, and enjoy delivering empathetic, world-class customer service, we would love to have you on board! This fully remote position requires working a fixed mid-shift or night-shift Monday through Friday with no schedule flexibility, observing standard Philippine holidays.
Reference: 2634-323775
Responsibilities
- Provide world-class technical support to hosting customers via live chat (managing 2 concurrent chats, scaling up to 3 during high-volume periods) 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.
- Maintain an active, highly responsive online presence via Slack and Zendesk during your entire 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 a demonstrated 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 (A records, CNAME, TXT) and SSL setup.
- Basic knowledge of HTTP response status codes (e.g., 500, 404, 403, 502, 504).
- Experience with MySQL databases, including running simple queries or basic site migrations.
- Excellent multitasking capabilities, specifically the capacity to handle 2 to 3 concurrent live chat windows smoothly and accurately.
- Outstanding written and verbal English communication skills, with a conversational, natural flow and minimal grammatical errors.
- A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.
- Practical experience navigating files and running basic diagnostic commands via Linux CLI.
- A bachelor’s degree in information technology, Computer Science, or a related field is preferred (nice-to-have), but equivalent hands-on experience will be highly considered.
More Information
- This is a fully remote position with a standard 40-hour fixed-schedule work week.
- The exact work schedule depends on the client that you are assigned to but is often an afternoon or night schedule and so having flexibility when it comes to schedule is important.
- We have a company culture that focuses on the well-being of its team members, with a good work life balance and respectful work environment.
- Equipment provided
- HMO + 13th month pay and other government-mandated benefits
Compensation
Additional Information
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