WordPress Site Migration Support Agent

Company Overview

LevelUp is a specialist agency that provides outsourcing solutions to agencies, software vendors and website owners. For over seven years, we have successfully collaborated with a variety of companies, providing valuable technical, operational and back-office support. We have a large team of skilled and passionate professionals who are committed to delivering high-quality work for our clients. 

Position Overview

We are seeking a skilled WordPress Site Migration Support Agent with at least 4 years of relevant experience to join our team. In this role, you will be responsible for migrating customers’ WordPress websites from one hosting platform to another; troubleshooting and resolving issues that arise as part of the migration process. You will also run the website health assessment report via the terminal, using a mostly automated script that requires some manual setup per website. 

• Oversee the entire website migration process from start to finish.
• Perform both manual and automated website migrations using internal migration tools.
• Migrate website files, databases, and media between different hosting providers.
• Conduct post-migration testing to ensure website functionality and performance are intact.

• Identify and resolve common WordPress issues that arise during and after migrations (e.g., theme/plugin conflicts, database errors, broken links).
• Troubleshoot migration-related problems, such as file corruption, data transfer errors, or configuration mismatches.
• Execute health assessment scripts via SSH terminal, customizing the script as necessary per website.

• Assist customers via ticketing systems and live chat, providing guidance during migrations and addressing their questions or concerns.
• Offer post-migration support, resolving any issues that customers encounter after the migration process.
• Document and escalate more complex issues to senior team members when necessary.

• 4+ years of hands-on experience with WordPress, either as a developer or a technical support agent, with in-depth knowledge of the WordPress ecosystem.
• 2-3 years of experience migrating websites and resolving migration-related issues.

• Experience troubleshooting common WordPress issues, such as broken links, missing images, theme/plugin conflicts, and database errors.
• Ability to resolve front-end issues, such as broken layouts and styling caused by HTML, CSS, or JavaScript conflicts.
• Solid understanding of PHP to resolve version compatibility issues, troubleshoot server errors (e.g., 500 internal server errors), and fix misconfigurations in files like .htaccess and wp-config.php.
• Experience with troubleshooting WordPress database-related problems post-migration such as database connection issues and incompatibilities.
• Experience with optimizing websites for speed and performance, including caching, image optimization, and minification.

• Familiarity with common web hosting stacks, such as cPanel, NGINX, Apache, MySQL, etc
• Experience performing manual and automated migrations between different hosting environments.
• Ability to troubleshoot migration-related problems, such as file corruption, media transfer errors, and directory mismatches.
• Knowledge of DNS settings, such as updating A records, CNAMEs, and handling DNS propagation during migrations.
• Ability to configure and troubleshoot SSL certificates and resolve mixed content warnings.
• Proficient in cPanel (or similar) and FTP client tools like Filezilla for managing website files. 
• Proficient in command-line operations (SSH), including WP-CLI.

• Exceptional written and verbal English communication skills.
• Experience with technical/customer support or regularly interacting with clients on technical matters.
• 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.
• Passionate about continuous learning and self-improvement.

• Previous exposure to live chat or help desk tools like Help Scout, Freshdesk, or Zendesk.
• Experience building WordPress websites from scratch, including designing custom themes and developing custom plugins.
• Knowledge of security best practices in WordPress, including setting up firewalls, hardening server settings, and managing backups.
• Fast typing speed (around 70-80 WPM).

• Full-time, 8-hour shifts (40 hours/week).
• Monday to Friday, 10pm - 6am (Philippines Standard Time)

• A Collaborative and Innovative Work Environment
• Fully Remote Work Setup
• Equipment provided