Responsibilities

• At least 3+ years of experience with WordPress.
• Ability to code using PHP, CSS, MySQL, and HTML.
• Good knowledge of the WordPress platform and WordPress hooks & filters
• Ability to diagnose WordPress issues by isolating potential factors and providing resolution
• An understanding of browser console errors and debugging via developer tools
• Attention to detail and aptitude for problem-solving
• Great interpersonal communication skills, kind, supportive, and all-around friendly
• A great team player, keen on working in an expanding, motivated, distributed support team
• Love for impressive response times, typing speed, and the ability to produce quality work within the deadlines
• A can-do attitude
• Excellent written and verbal communication skills.
• Ability to work full-time (40 hours/ 5 days a week)

The role involves

• Supporting our customers via our support forum & ticketing system and other communication channels
• Responding to customers who report issues with their website(s), plugins, or hosting services and handling/debugging issues (promptly)
• Helping customers with their WordPress problems by logging into their websites, diagnosing issues, and offering solutions.
• Writing clear and helpful responses to customer queries via email, chat, and our forum.
• Providing knowledgeable recommendations for solutions to handle customer feature requests.
• Providing our developers and Second Level Support Team with clear and detailed bug reports for escalation.
• Properly document & summarize tests or troubleshooting steps for communicating both with customers and colleagues.
• Assisting with and solving all manner of WordPress questions with style.
• Being an active part of the Support team.