L1 Hosting Tech Support Agent

Core Responsibilities:

• Serve as frontline support for hosting clients, managing 2-3 concurrent live chats and tickets via Zendesk.
• Troubleshoot WordPress issues, server-side queries, and DNS/SSL configurations to resolve inquiries on first contact.
• Escalate complex tier-2 problems to senior teams while documenting all issues meticulously.

Requirements:

• 1-2 years of technical support experience in a web hosting environment, with WordPress and cPanel knowledge.
• Proficiency in Linux CLI, MySQL queries, and understanding of HTTP status codes and DNS records.
• Excellent multitasking and communication skills, with a warm, empathetic customer service approach.

Company Culture & Benefits:

• Fully remote role with a fixed 40-hour work week, afternoon or night shifts, and a focus on work-life balance.
• Benefits include equipment, HMO, and 13th month pay, plus a respectful and supportive team environment.
• AI tools assist in hiring but human judgment guides final decisions.