WordPress Support Engineer

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.