Level 1 WordPress Hosting Technical Support Agent

Company Overview

LevelUp is a specialist agency that provides WordPress technical support and outsourcing solutions for vendors, agencies, and site owners. We have been servicing numerous WordPress companies for over 6 years now, and have a rapidly growing team of skilled and passionate WordPress professionals.

In line with the steady expansion of the company, we are in need of Level 1 WordPress Hosting Technical Support Agents with great communication skills backed by solid technical knowledge.

Position Overview

As a Level 1 WordPress Hosting Technical Support Agent you will be providing support to web hosting customers via live chat & ticket-based support. In many cases you will be the customer’s first point of contact with the company and will be responsible for not only solving their problems but making them feel supported and advocated for.

Key Responsibilities

Deliver world-class technical support to web hosting customers via live chat & ticket-based support
Troubleshoot customer issues, identify the root cause and solve their problems
Demonstrate a keen appetite for continuous learning, improving your technical & product knowledge to better assist customers

Qualifications

1-2 years of experience working in a web hosting technical support position
Ability to troubleshoot basic WordPress theme & plugin issues
Experience using file management systems (e.g. FTP, CPanel)
Basic knowledge of HTTP response status codes (e.g. 500, 404, 403)
Experience checking and updating DNS & SSL
Knowledge of the Linux Command Line
Experience supporting customers via live chat & ticket-based support
Experience using help desk platforms (e.g. Help Scout, Intercom, Zendesk).

Skills and Competencies

Excellent interpersonal communication skills with a positive, can-do attitude
A strong team player with a supportive and friendly attitude, always willing to assist and work with teammates
Passionate about web technology and eager to learn
Ability to multitask, being able to handle 2 chats concurrently
Prioritizes quick and accurate response times
Genuinely cares about helping customers, listens to what they say and advocates for them

Salary Offer

P40,000 – P50,000

Schedule

Full-time, 40-hours per week, 8-hour shifts
Schedule – multiple positions available – night shift, mid-shift, day shift.

Benefits

Work from home / fully remote position
HMO
5 weeks training at full pay
Equipment provided

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