L1 主机技术支持代理 [2634-323775]
L1 Hosting Tech Support Agent [2634-323775]
公司简介
LevelUp 是一家专业代理机构，为代理商、软件供应商和网站所有者提供外包解决方案。在过去七年中，我们成功与多家公司合作，提供有价值的技术、运营和后台支持。我们拥有一支技能娴熟且充满热情的专业团队，致力于为客户打造高质量的工作成果。
职位简介
我们正在寻找一位高度积极、注重细节的 L1 主机技术支持专员加入我们的团队。在这个关键的前线、面向客户的岗位中，您将作为客户在主机环境和 WordPress 网站方面寻求技术帮助的主要联系人。
利用您对客户服务的热情和扎实的网络托管基础知识，您将通过实时聊天和工单支持解决各种技术问题。由于卓越的客户体验备受重视，您需要在繁忙时段高效地同时管理两到三个实时聊天渠道，同时保持良好的响应时间、高质量保证（QA）评分和顶级客户满意度（CSAT）。
这是一个全职、长期的职位，融入一个积极、有支持性的团队。如果您能在快节奏的环境中茁壮成长，喜欢解决技术难题，并享受提供富有同理心的顶级客户服务，我们非常期待您的加入！这个完全远程的职位要求每周一至周五固定上中班或夜班，没有排班灵活性，并遵守标准的菲律宾节假日。
参考编号：2634-323775
职责
- 通过实时聊天（管理 2 个同时进行的聊天，高峰期可扩展至 3 个）和 Zendesk 工单支持，为托管客户提供世界级的技术支持。
- 诊断并解决常见的网络托管和 WordPress 问题，尽可能在首次接触时识别根本原因，解决客户咨询。
- 协助客户完成一般的 WordPress 任务，包括解决核心文件、插件、主题和配置错误相关的问题。
- 回答服务器端查询，检查 DNS 记录，检查和更新 SSL 证书，并解决网站可访问性问题。
- 处理基本的数据库查询和迁移（MySQL），以解决后端错误并促进网站迁移。
- 使用基本的 Linux 命令行工具进行诊断和导航
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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