L1 Hosting Tech Support Agent [2644-464041]

Company Overview

The company 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