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WordPress Technical Support Specialist
Rocket • Florida, US • On-site
Posted on: 20th February, 2025
Employment Type: FULLTIME
Job Description
Job Overview
We're looking to hire highly skilled WordPress Support Engineers who can provide our customers with industry-leading customer service. As a key member of our front-line support team, you will be responsible for ensuring our customer experience is unparalleled.
Responsibilities:
• Be the first point of contact for our customers and provide an excellent experience by taking ownership of any issues reported and seeing problems through to their quick and effective resolution.
• Provide customer support through Live Chat, Tickets, and Slack.
• Follow all SOPs and initiate proper escalation procedures for unresolved issues to the appropriate internal teams.
• Help customers troubleshoot and fix common WordPress issues by going beyond the scope.
• Convert recurring issues into feature requests for the development team and be the customer's voice in the company to help improve the product.
Requirements:
• 2+ years of experience with WordPress.
• Excellent written and verbal communication skills (English).
• Previous experience with Live Chat and/or helpdesk tools.
• Familiarity with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc).
• Knowledge of the Linux command line (SSH) including WP-CLI.
• Extensive experience with troubleshooting WordPress.
• Experience with Page Builders and Caching Plugins.
• Experience with Cloudflare and advanced understanding of DNS.
• Experience in optimizing WordPress and PHP to write custom plugins is a huge plus.
We're looking to hire highly skilled WordPress Support Engineers who can provide our customers with industry-leading customer service. As a key member of our front-line support team, you will be responsible for ensuring our customer experience is unparalleled.
Responsibilities:
• Be the first point of contact for our customers and provide an excellent experience by taking ownership of any issues reported and seeing problems through to their quick and effective resolution.
• Provide customer support through Live Chat, Tickets, and Slack.
• Follow all SOPs and initiate proper escalation procedures for unresolved issues to the appropriate internal teams.
• Help customers troubleshoot and fix common WordPress issues by going beyond the scope.
• Convert recurring issues into feature requests for the development team and be the customer's voice in the company to help improve the product.
Requirements:
• 2+ years of experience with WordPress.
• Excellent written and verbal communication skills (English).
• Previous experience with Live Chat and/or helpdesk tools.
• Familiarity with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc).
• Knowledge of the Linux command line (SSH) including WP-CLI.
• Extensive experience with troubleshooting WordPress.
• Experience with Page Builders and Caching Plugins.
• Experience with Cloudflare and advanced understanding of DNS.
• Experience in optimizing WordPress and PHP to write custom plugins is a huge plus.
Responsibilities
- As a key member of our front-line support team, you will be responsible for ensuring our customer experience is unparalleled
- Be the first point of contact for our customers and provide an excellent experience by taking ownership of any issues reported and seeing problems through to their quick and effective resolution
- Provide customer support through Live Chat, Tickets, and Slack
- Follow all SOPs and initiate proper escalation procedures for unresolved issues to the appropriate internal teams
- Help customers troubleshoot and fix common WordPress issues by going beyond the scope
- Convert recurring issues into feature requests for the development team and be the customer's voice in the company to help improve the product
Requirements
- 2+ years of experience with WordPress
- Excellent written and verbal communication skills (English)
- Previous experience with Live Chat and/or helpdesk tools
- Familiarity with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc)
- Knowledge of the Linux command line (SSH) including WP-CLI
- Extensive experience with troubleshooting WordPress
- Experience with Page Builders and Caching Plugins
- Experience with Cloudflare and advanced understanding of DNS
- Experience in optimizing WordPress and PHP to write custom plugins is a huge plus
Rocket
Technology
Location
Florida, US
Job Type
FULLTIME
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