Technical Support Supervisor
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Job Location:
Monthly Salary:
Posted on:
15 hours ago
Vacancies:
1 Vacancy
Job Summary
Technical Support Agent
Reports to: Technical support supervisor Summary: Technical support agents are responsible for helping our customers and free users to work through technical problems and to better understand how our products can accomplish their doing so they will also contribute to our feedback loop by identifying and logging bugs in addition to other general user feedback including feature requests and pain points. Technical support agents will use the insight they gain through talking to customers to contribute to the overall improvement of our team internally and to our user experience through documentation and other tool process or product improvements.
Role outline Responsibilities
Respond to support requests via email chat and our forums to solve technical issues and guide users through setting up and using our 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 our 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
General Skills Competencies and 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 our engineers with the
technical detail they need to understand the issue Outstanding customer service skills
Additional info for job listings Experience with the following is strongly preferred:
Using hooks to customize themes and plugins Supporting and troubleshooting API integrations Writing technical documentation Using and troubleshooting WooCommerce Popular WordPress brands such as Elementor Divi and Yoast Troubleshooting theme and plugin conflicts WP-CLI
About You
You have strong attention to detail and diligently address the specifics of your work thoroughly and completely
You love making things better You enjoy digging in and finding answers that haven't been found yet You take a goal and run with it getting it across the finish line with minimal supervision You're creative in solving complex problems You strive for continuous improvement in all things You place a high value on efficiency and quality
Schedule
At least 4 hours overlap with US regular working hours (9am - 6pm ET) M-F (weekends optional)*
* Regular US hours will be required during the first few weeks of onboarding
- Role outline
- Additional info for job listings
Required Skills:
Cco Api Integrations Cro Css Customer Service Skill Wordpress Writing Technical Documentation Html Http Debugging Visio Attention To Detail Oop Insight Customer Service Php Technical Understanding Excel Woocommerce Communication Skill Documentation Seo Supervision Communication Skills Technical Support Strong Attention Work Independently
Key Skills
- Dhcp
- SQL
- Active Directory
- VOIP
- VMware
- Customer Service
- Windows
- Trouble Shooting
- Java
- VPN
- Sharepiont
- hardware
- Dns
- Technical Support
- Software Applications
