Job Description

We are seeking a WordPress Technical Support Agent to join our team. The ideal candidate will:

Respond to support requests via email, chat, and WordPress.org forums to solve technical issues and guide users through setting up and using plugins to accomplish their goals. Meet team standards related to work volume, SLAs, and quality. Take ownership of work, work independently, and use available resources to get through roadblocks to complete assignments.

Report feedback received during support interactions, including feature requests, bugs, and user pain points, following the appropriate processes. 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 needed updates to the knowledgebase. Strive for continuous improvement in both technical and customer service skills.

Technical Competencies

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, etc.). Using browser console and other debugging tools to troubleshoot issues. Setting up local staging sites.

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. Ability to communicate information from non-technical users to engineers, with the technical detail they need to understand the issue.

Outstanding customer service skills. Strong attention to detail and ability to address specifics of work thoroughly and completely. Self-motivated with the ability to take a goal and run with it with minimal supervision. Creative in solving complex problems.

Bonus Points For

Experience using hooks to customize themes and plugins. Supporting and troubleshooting API integrations. Writing technical documentation. Using and troubleshooting WooCommerce. Experience with popular WordPress brands such as Elementor, Divi, and Yoast. Troubleshooting theme and plugin conflicts. WP-CLI experience.

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.