Web Hosting Customer Support Agent

IMPORTANT: Experience in updating and checking DNS records and Understanding of technical concepts relating to web hosting is REQUIRED. Please DO NOT APPLY if you do not have related experience. Thank you!
Overview

LevelUp is a specialist agency that provides WordPress technical support for vendors, agencies and website owners. We have been servicing a number of 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 looking to hire a team of Web Hosting Retention Specialists to support customer requests to change their hosting plan. The ideal candidate has 3+ years of customer support experience and is passionate about providing top tier service.

Responsibilities

Responding to customer requests to change their hosting plan to better fit their needs.
Communicating the recommended infrastructure changes made by the Technical Support team to the customer in line with the customer’s request.
Where applicable, explaining to customers that their request to change plans is not recommended, due to the technical demands of their hosting setup, while also trying to get the customer’s buy-in to an alternative approach.
Scheduling and coordinating the hosting infrastructure changes with the Technical Support team.
Continuously communicate with the customer to ensure they’re up to date with the progress of the change and are completing any of the necessary changes that are required on the customer’s side.
Confirming the DNS records have been updated correctly once the infrastructure changes have been implemented.
Providing the plan change details to the Billing team.

Success Profile

Exceptional written and verbal English communication skills
3+ years email/chat customer service experience
Keen attention to detail
Experience updating and checking DNS records
Understanding of technical concepts relating to web hosting

Attitude

A strong team player with a supportive and friendly attitude.
Has a proactive and can-do approach to work.
Genuinely enjoys helping people solve their problems and cares about customer experience.
Is passionate about continuous learning and self improvement.

Additional Information

This is a fully remote position with a standard 40-hour fixed-schedule work week.
It is essential that you have a reliable internet connection as any downtime will significantly impact performance on customer support.
The exact work schedule depends on the client that you are assigned to, but is likely an afternoon or night schedule.
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.
Paid training will be provided.