LevelUp

Mobile ordering, loyalty, payments for restaurants

Level 1 Hosting Tech Support Agent

Customer SupportConfirmed live in the last 24 hours

Full-timeManila, Metro Manila, Philippines₱35k - ₱40k /mo

About the Job

Requirements

The role requires 1 to 2 years of technical support experience specifically in a web hosting environment.
The candidate must have strong familiarity with WordPress mechanics, including how themes, plugins, caching layers, and databases interact, and common causes of performance drops and database connection errors.
The candidate must be able to isolate variables systematically, including deactivating plugins, switching to a default theme, and clearing server and CDN cache before escalating issues.
The candidate must have hands-on experience using SFTP.
The candidate must have practical understanding of DNS, including zone files, propagation, and troubleshooting, and SSL setup.
The candidate must be able to diagnose HTTP response status codes and distinguish server-side 50x errors from client-side 40x errors.
The candidate must have experience with MySQL databases, including simple queries or basic site migrations.
The candidate must be familiar with WP-CLI and command-line work.
The candidate must have practical experience navigating files and running basic diagnostic commands via Linux CLI.
The candidate must be able to manage three concurrent live chat windows smoothly and accurately.
The candidate must have excellent written English for live chat and email, and clear spoken English with a conversational, natural flow and minimal grammatical errors.
The candidate must use an empathetic customer support style that prioritizes active listening, rapport-building, and customer advocacy.

Responsibilities

The agent provides technical support to hosting customers via live chat, managing two concurrent chats and scaling up to three during high-volume periods, and via ticket-based support using Zendesk.
The agent diagnoses and resolves common web hosting and WordPress issues, identifying root causes and resolving customer inquiries on first contact whenever possible.
The agent assists customers with general WordPress tasks, including troubleshooting core files, plugins, themes, and configuration errors.
The agent answers server-side queries, inspects DNS records, checks and updates SSL certificates, and troubleshoots website accessibility issues.
The agent handles basic database queries and migrations using MySQL to resolve backend errors and facilitate site movement.
The agent uses basic Linux command-line tools to diagnose, navigate, and troubleshoot server-side issues.
The agent documents issues and escalates complex tier-2 technical problems to senior teams to ensure service continuity.
The agent works to meet and exceed KPIs, including CSAT, AHT, QA scores, Acceptance Rate, and Average Customer Wait Time.
The agent maintains a responsive online presence via Slack and Zendesk throughout the shift.

Desired Qualifications

A bachelor's degree in Information Technology, Computer Science, or a related field is preferred; equivalent hands-on experience will be highly considered.

Salary Range: 35000 to 40000 (Currency: PHP) (Pay period: per-month-salary)

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

About the Company

LevelUp

Mobile ordering, loyalty, payments for restaurants

LevelUp builds a mobile platform for restaurants that unifies loyalty, payments, native online ordering, CRM, and marketing. Restaurants integrate LevelUp to offer rewards, mobile ordering, gifting, and targeted campaigns, powered by data analytics to personalize offers. The product is B2B, earning revenue from subscriptions, payment transaction fees, and premium or custom features. LevelUp differentiates itself with an end-to-end mobile experience for a broad range of brands, including a built-in campaign creator and scalable mobile strategies to boost engagement and sales.

Company size: 51-200
Company stage: Acquired
Total funding: $90.9M
Headquarters: Boston, MA
Founded: 2008

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