L1 Hosting Tech Support Agent

Responsibilities

We are partnering with a confidential outsourcing solutions firm to find an L1 Hosting Tech Support Agent for a fully remote opportunity based in the Philippines. In this frontline technical role, you will be the primary point of contact for hosting and WordPress-related support.

Your responsibilities will include:

• Delivering technical support via live chat (managing 2-3 concurrent conversations during peak times) and ticket systems using Zendesk
• Diagnosing and resolving common web hosting and WordPress issues, aiming for first-contact resolution
• Supporting customers with WordPress troubleshooting including core files, plugins, themes, and configuration errors
• Handling server-side queries such as DNS record inspection, SSL certificate checks and updates, and website accessibility troubleshooting
• Performing basic MySQL database queries and migrations to resolve backend errors
• Using Linux command-line tools to diagnose and troubleshoot server-side issues
• Documenting issues thoroughly and escalating complex technical problems to senior support tiers
• Meeting or exceeding key performance metrics including CSAT, Average Handling Time, QA scores, and customer wait times
• Maintaining active availability via communication platforms throughout your shift

What We're Looking For

The ideal candidate will have:

• 1 to 2 years of technical support experience in a web hosting environment
• Basic to intermediate WordPress knowledge with proven ability to troubleshoot plugin, theme, and configuration conflicts
• Hands-on experience with FTP/SFTP, cPanel, or similar hosting control panels
• Solid understanding of DNS zone files (A records, CNAME, TXT) and SSL setup
• Familiarity with HTTP response status codes (500, 404, 403, 502, 504)
• Experience with MySQL databases, including running simple queries and basic site migrations
• Excellent multitasking abilities, specifically handling 2-3 concurrent live chat windows accurately
• Outstanding written and verbal English communication skills with a natural conversational flow
• A warm, empathetic customer service approach focused on active listening and customer advocacy
• Practical experience navigating files and running diagnostic commands via Linux CLI
• A bachelor's degree in Information Technology or Computer Science is preferred but equivalent hands-on experience will be considered
• Availability to work a fixed mid-shift or night-shift schedule Monday through Friday with no flexibility required

How We Work With You

When you apply through Get A Job.ai, our talent team conducts an initial screening to ensure alignment with both technical requirements and client expectations. Once we've confirmed you're a strong match, we submit your profile to our client for their review. If selected to move forward, our client will conduct their interview process directly.

Please do not contact the client organization directly. All applications and communications should go through Get A Job.ai to ensure a smooth, coordinated process.

Pay

Compensation details will be discussed during the screening process. This is a full-time, long-term opportunity with standard benefits including HMO, 13th month pay, and other government-mandated benefits. Equipment is provided.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices and works with clients who value diversity and equal opportunity employment.