Remote WordPress Technical Support Agent

As a WordPress Technician, you will:

• Deliver exceptional support to our customers across various channels to ensure their long-term success with our products.
• Investigate and resolve complex technical issues related to our offerings.
• Continuously enhance our products by documenting bugs and user feedback.
• Create clear and informative documentation for both internal teams and end users.
• Stay updated on relevant technological advancements and internal communications to anticipate customer needs or concerns.

Additionally, Senior Technical Support Agents will:

• Provide job shadowing and mentorship to team members.
• Lead subject matter sessions.
• Act as an escalation point for team inquiries.
• Collaborate with developers to identify the causes of more challenging technical issues.

Qualifications:

• Over 2 years of experience with WordPress and a comprehensive understanding of the platform.
• At least 2 years of relevant experience in an IT support role.
• Familiarity with general web concepts and best practices, including SEO, caching, HTTPS, APIs, and utilizing the browser console and other debugging tools for troubleshooting.
• Strong knowledge of HTML and CSS, basic familiarity with JavaScript and PHP, and a willingness to learn quickly for technical troubleshooting.
• Exceptional verbal and written communication skills, with the ability to interact appropriately with all organizational levels.
• Willingness to act as a liaison between users and the development team.

In addition, Senior Technical Support Agents will have:

• Proven ability to read, understand, and identify issues in PHP, HTML, and CSS.
• Strong understanding of WP-CLI.
• Advanced troubleshooting skills, including experience with third-party platform integrations.

We Offer:

• Excellent employer-paid benefits, including medical, dental, vision, and prescription coverage.
• Optional employer-contributing 401K plan.
• A collaborative team culture.
• Engaging, non-redundant daily responsibilities.
• A voice in how tasks are executed.
• Access to ongoing training opportunities.