WordPress Technical Support Agent

Job Description

We are seeking a WordPress Technical Support Agent to respond to support requests via email, chat, and WordPress.org forums — solving technical issues and guiding users through setting up and using plugins to accomplish their goals.

Schedule: at least 4 hours overlap with US regular working hours (9 AM - 6 PM ET), Monday to Friday (weekends optional). Regular US hours will be required during the first few weeks of onboarding.

Key Responsibilities

• Respond to support requests via email, chat, and WordPress.org forums to solve technical issues and guide users
• Meet team standards related to work volume, SLAs, and quality
• Take ownership of work, work independently, and use available resources to get through roadblocks
• Report feedback received during support interactions, including feature requests, bugs, and user pain points
• Contribute to the growth of the support team by assisting teammates and creating internal documentation
• Contribute regularly to improving public documentation by identifying, logging, and completing knowledgebase updates
• Strive for continuous improvement in both technical and customer service skills

Requirements

• A deep technical understanding of WordPress architecture
• Basic familiarity with PHP, JS, HTML, and CSS (intermediate level preferred)
• Understanding of general web concepts and best practices (SEO, security, caching, HTTPS, APIs)
• Using browser console and other debugging tools to troubleshoot issues
• Setting up local staging sites

Preferred Qualifications

• Excellent communication skills in English
• Ability to efficiently solve problems that don't have pre-documented answers
• Clear communication of technical concepts to non-technical users, and of user issues to engineers with the technical detail they need
• Outstanding customer service skills and strong attention to detail
• Self-motivated with the ability to take a goal and run with it with minimal supervision
• Creative in solving complex problems
• Bonus: hooks to customize themes and plugins, API integration troubleshooting, technical documentation writing, WooCommerce, experience with Elementor, Divi, and Yoast, theme/plugin conflict troubleshooting, WP-CLI