The WordPress Support Engineer provides high-quality WordPress support for our clients' WordPress websites. This includes troubleshooting technical issues, handling site updates, and assisting with site management on the Elementor and other page builder platforms. 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:
Customer support
- Maintain clear and effective communication with clients, ensuring high levels of customer satisfaction.
- Ability to explain complicated technical problems in simple terms for non-technical customers
- Present yourself in a direct, empathetic and professional way, to gain the trust of our customers
Technical Responsibilities
- Work closely with the development team to handle complex issues or site enhancements.
- Participate in ongoing training to stay current with WordPress and Elementor developments.
- Troubleshoot and resolve issues related to WordPress themes, plugins, and core updates.
- Understand and operate Elementor or similar WordPress site builders to modify, update, or fix websites.
- Collaborate with the development team to address complex issues and implement solutions.
- Provide a range of WordPress technical support to clients via email or chat, resolving issues related to their WordPress sites. Technical support includes troubleshooting and fixing WordPress or server errors, and answering general questions about the WordPress platform.
- Troubleshoot and resolve technical problems to ensure minimal downtime and loss of productivity.
- Assist customers in migrating their websites to WordPress from other platforms, ensuring a smooth and seamless transition.
- Collaborate with customers and web hosting providers to ensure the successful transfer of domain names, DNS settings, and email accounts.
- Identify and escalate complex technical issues to senior support specialists or development teams, ensuring timely resolution.
Required Skills:
- 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 Elementor and other page builders.
- 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.