[All remote jobs](https://jobicy.com/jobs.md)[![LevelUp logo](https://jobicy.com/data/server-nyc0409/galaxy/mercury/2025/06/31e98500-221.png)](https://jobicy.com/company/levelup.md)[LevelUp](https://jobicy.com/company/levelup.md) # L1 Hosting Tech Support Agent AI Summary This frontline L1 technical support role assists web-hosting customers through live chat and Zendesk tickets. The agent diagnoses WordPress, DNS, SSL, HTTP, MySQL, Linux command-line, and website-accessibility issues while escalating more complex cases. The position requires handling two to three concurrent chats, maintaining fast response times, and meeting CSAT, QA, AHT, and wait-time targets. It is a full-time, fixed-schedule remote role for the Philippines, with possible afternoon or night shifts. Strong written and spoken English, empathetic service, and hands-on hosting support experience are central to success.[Apply for this job](#job-application)[View company](https://jobicy.com/company/levelup.md)ShareRemote from[Philippines](https://jobicy.com/job-region/philippines.md)SalaryPHP 35k–40k / moDepartment[Technical Support](https://jobicy.com/categories/technical-support.md)EmploymentFull TimeExperienceSeniorPublished5 Nov 2026Apply before5 Dec 2026Listing views36Application actions1Application toolkit ## Make your next move. Prepare your resume, explore your fit, and draft a cover letter for this opportunity. Opportunity details ## About this role. ### Company Overview LevelUp is a specialized BPO company that partners with technology companies across the US, UK, Europe, and Canada to provide tailored outsourcing solutions. For over seven years, we have built a reputation for delivering high-quality operational and back-office support, helping our clients scale efficiently. Our team consists of highly skilled and passionate professionals who are dedicated to providing exceptional service, technical expertise, and seamless support to 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! More Information • Fully remote position with a standard 40-hour fixed-schedule work week. • The exact work schedule depends on the assigned client, often involving an afternoon or night schedule; flexibility is important. • Company culture focuses on the well-being of team members, offering a good work-life balance and a respectful work environment. • Equipment provided. • HMO, 13th-month pay, and other government-mandated benefits. Reference: 2644-464041 ### 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. * Strong familiarity with core WordPress mechanics: how themes, plugins, caching layers, and databases interact, and the common causes of performance drops and database connection errors (e.g., “Error Establishing a Database Connection”). * Ability to systematically isolate variables (deactivating plugins, switching to a default theme, clearing server and CDN cache) before escalating an issue. * First-hand, hands-on experience using SFTP. * Deep, practical understanding of DNS inside and out (zone files, propagation, and troubleshooting) and SSL setup. * Ability to actively diagnose HTTP response status codes and distinguish server-side (50x) errors from client-side (40x) errors. * Experience with MySQL databases, including running simple queries or basic site migrations. * Familiarity with WP-CLI and working from the command line. * Practical experience navigating files and running basic diagnostic commands via Linux CLI. * Excellent multitasking capabilities, specifically the capacity to handle 3 concurrent live chat windows smoothly and accurately. * Outstanding written English for both live chat and email, plus clear spoken English, with a conversational, natural flow and minimal grammatical errors. * A warm, empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy. * A bachelor’s degree in Information Technology, Computer Science, or a related field is preferred, 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. * 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. * Benefits: Basic Philippines government-mandated benefits (13th-month pay, SSS, PhilHealth, Pag-IBIG), remote setup support, and holiday observance of Philippine holidays. * Equipment provided ### Compensation ### Additional Information Show more [Apply now >](https://jobicy.com/jobs/159127-l1-hosting-tech-support-agent-2.md) * ![Upload CV](data:image/svg+xml;base64,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) 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This job listing has been manually reviewed by the Jobicy Trust & Safety Team for compliance with our posting guidelines, including verification of the company's legitimacy, accuracy of job details, clarity of remote work policy, and absence of misleading or fraudulent content. ## Role DNA A quick view of the complexity, pace, ownership and collaboration implied by the job description. ### Job Complexity 3/5EasyHard ### Pace & Pressure 5/5RelaxedFast-paced ### Autonomy Level 3/5GuidedFull ownership ### Communication Load 5/5IndependentCollaborative AI insightThe technical scope is L1 but covers several interconnected hosting technologies, requiring structured troubleshooting and sound escalation judgment. The role is made more demanding by concurrent live chats and closely monitored service KPIs. ## Salary analysis Estimated compensation compared with the broader PHP market for similar roles. Estimated job median (per month)Market ratePHP37,500PHP market range (per month)PHP30k–PHP50k0PHP55.00k AI insightThe employer discloses a monthly base-pay range of PHP 35,000–40,000, with a midpoint of PHP 37,500 per month. The estimated Philippine monthly market range for an L1 hosting technical support role is PHP 30,000–50,000; the offered range is broadly competitive for an entry-to-junior support position with hosting specialization. ## Core skills Skills and capabilities most closely associated with this opportunity. [Web hosting support](https://jobicy.com/jobs?search_keywords=Web%20hosting%20support.md)[WordPress troubleshooting](https://jobicy.com/jobs?search_keywords=WordPress%20troubleshooting.md)[DNS management](https://jobicy.com/jobs?search_keywords=DNS%20management.md)[SSL certificate troubleshooting](https://jobicy.com/jobs?search_keywords=SSL%20certificate%20troubleshooting.md)[Zendesk](https://jobicy.com/jobs?search_keywords=Zendesk.md)[Live chat support](https://jobicy.com/jobs?search_keywords=Live%20chat%20support.md)[MySQL](https://jobicy.com/jobs?search_keywords=MySQL.md)[Linux command line](https://jobicy.com/jobs?search_keywords=Linux%20command%20line.md)[WP-CLI](https://jobicy.com/jobs?search_keywords=WP-CLI.md)[SFTP](https://jobicy.com/jobs?search_keywords=SFTP.md)[HTTP status codes](https://jobicy.com/jobs?search_keywords=HTTP%20status%20codes.md)[Website migration](https://jobicy.com/jobs?search_keywords=Website%20migration.md)[Customer service](https://jobicy.com/jobs?search_keywords=Customer%20service.md)[Technical documentation](https://jobicy.com/jobs?search_keywords=Technical%20documentation.md)[Incident escalation](https://jobicy.com/jobs?search_keywords=Incident%20escalation.md) Sample interview questionsHow would you troubleshoot a WordPress site showing “Error Establishing a Database Connection”?I would first verify whether the database server is reachable and confirm the credentials, database name, host, and permissions in wp-config.php. I would check server logs and disk or resource limits, then test the database connection with approved tools. If the issue appears isolated to WordPress, I would assess database corruption or plugin-related load and document findings before escalating infrastructure-level failures. A customer says their domain does not resolve after a DNS update. What steps would you take? I would confirm the authoritative nameservers, inspect the relevant zone records, and verify that the record type, target, and TTL are correct. I would check propagation through multiple resolvers and determine whether cached records, DNSSEC, or an incorrect nameserver delegation is involved. I would explain the expected propagation timing clearly and provide the customer with the next action or escalation path. How do you manage multiple live chats without reducing support quality? I prioritize chats by urgency and time sensitivity, acknowledge each customer promptly, and use concise diagnostic questions to gather the required information early. I keep accurate notes during each interaction, set clear expectations when testing is needed, and avoid making customers wait without an update. If an issue requires deeper work, I summarize the findings and escalate or convert it to a ticket according to process. How would you isolate whether a WordPress issue is caused by a plugin, theme, cache, or server configuration? I would reproduce and document the symptom, check error logs and recent changes, then follow a controlled isolation process. This can include clearing application and CDN caches, temporarily disabling plugins, switching to a default theme, and reviewing PHP or server error responses. I would change one variable at a time, record the result, restore the site safely, and escalate if server-level remediation is needed. When should an L1 agent escalate a hosting incident, and what should the escalation include? I would escalate when the issue exceeds approved access or troubleshooting scope, affects server infrastructure, presents a security concern, or persists after standard diagnostics. The escalation should include the customer impact, timestamps, affected domain or service, steps already taken, relevant error messages, logs, screenshots where appropriate, and the current status. This gives the next team enough context to continue without asking the customer to repeat information. Next step ## Apply now. Follow the employer’s application method and review Jobicy’s safety guidance before sharing personal information. 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