Level 1 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 Hosting Technical Support Agents with great communication skills backed by solid technical knowledge. 

Position Overview

As a Level 1 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.

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

• 1-2 years of experience working in a web hosting technical support position
• Ability to troubleshoot basic WordPress issues
• Experience using file management systems (e.g. FTP, CPanel) to manage website content
• 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).

• 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 more on the subject
• 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

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

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