Senior WordPress Support Specialist

Company Description

Pronto Marketing is a full-service WordPress agency providing website support and digital marketing services to over 1,000 small businesses around the world, primarily in the United States. 

Founded in 2008 in Thailand, we have a team of 100+ professionals comprising everything from developers, designers, copywriters to project managers, SEO specialists and client support agents. Our founder has a Microsoft background and an American west-coast approach to running a company: You’ll be joining a diverse, international team that works hard, has fun, and respects each other and our clients.

Job Description

The WordPress Support Specialist is responsible for providing top-notch support for our clients' WordPress websites. This includes troubleshooting technical issues, handling site updates, and assisting with site management on the Elementor platform and other WordPress builders. As a critical part of our 24/7 support team, the specialist should be customer-focused, have excellent problem-solving skills, and be able to work under pressure.

Responsibilities and Duties:

• Provide basic WordPress support which involves troubleshooting errors and helping clients set up features on their site via email, chat and calls, resolving issues related to their WordPress sites.

• Conduct regular site updates and maintenance on the Elementor platform and other WordPress builders.

• Troubleshoot and resolve issues related to WordPress themes, plugins, and core updates.

• Work closely with the development team to handle more complex issues or site enhancements.

• Participate in ongoing training to stay current with WordPress and Elementor developments.

• Provide excellent customer service, maintaining high customer satisfaction ratings.

• Mentor and train junior support team members, sharing knowledge, best practices, and assisting in their professional development.

• Build and maintain strong client relationships, serving as the main point of contact for client’s who require support calls to address complex needs or inquiries. Gather feedback to enhance customer satisfaction.

• Act as the first point of escalation for clients seeking resolutions to complex issues or seeking additional support beyond standard procedures.

• Direct unresolved issues to the next level of support personnel.

• Continuously evaluate support workflow to identify areas for improvement.

Qualifications

• Proven experience as a WordPress Support Specialist or similar role.
• Strong knowledge of WordPress, including themes, plugins, and core updates.
• Proficient in HTML, CSS, JavaScript, and PHP.
• Experience with the Elementor platform.
• Exceptional problem-solving skills and attention to detail.
• Excellent written communication skills for customer support.
• Ability to work in a team and handle multiple tasks concurrently.
• Familiarity with SEO services and Google Ad services is a plus.

Additional Information

https://www.prontomarketing.com/

https://www.prontomarketing.com/careers/