Requirements

• At least 3+ years experience with website site management and website migration tasks
• At least 2+ years experience hosting WordPress applications in a Linux environment
• At least 2+ years of experience in a prior web hosting support role
• Demonstrated knowledge of the WordPress platform and WordPress hooks & filters
• Ability to diagnose Hosting issues via diagnostic logs at a server level
• An understanding of server access, error and debug logs
• An understanding of browser console errors and debugging via developer tools
• Ability to diagnose WordPress issues by isolating issues and providing resolution
• Strong SFTP, SSH and command-line skills including bash scripting
• Demonstrate ability to quickly and efficiently handle a variety of common web hosting related issues including: 
  • DNS Zone configuration
  • Diagnosing common HTTP error codes
  • Email client configuration
  • FTP connections
  • MySQL configuration
  • Setting up cron-jobs
• Experience with WordPress plugins including: Elementor, Learndash, TutorLMS, MemberPress, PaidMembershipsPro, WP-Fusion and BuddyBoss
• Knowledge of PHP applications, Web Errors, Email Errors, LiteSpeed, MariaDB, Imunify360, Redis, LSCache and Cloudflare
• Experience with WordPress based PHP programming, CSS, SQL, HTML.
• 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
• A can-do attitude with excellent english based written and verbal communication skills.
• Ability to work full-time (40 hours/ 5 days a week)

The role involves

• Supporting our customers via our live chat & support 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)
• Assisting customers with all hosting related issues via platform control panels
• 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 SysOps, Developers and 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.