WordPress Support Technician

Up2Staff

Intro: Join our team as a WordPress Support Technician and work with fantastic people! In this role, you’ll work closely with our SiteCare services manager to understand client needs, find solutions, and handle client communication for various projects.

About SiteCare: At SiteCare, our Client Success team helps businesses manage, maintain, safeguard, and enhance their websites.

Role Overview: We are seeking an organized and detail-oriented technician with at least 2 years of WordPress support experience. This remote position offers the flexibility to work from anywhere with a reliable internet connection. You’ll need to be available from 9:00 am – 5:00 pm Eastern Time.

Key Responsibilities:

  • Client Communication: Be the first point of contact for client inquiries. Determine their needs, set clear expectations, and plan the work with the client services manager and development team.
  • Service Excellence: Deliver high-quality service to clients, creating quotes and obtaining client approval for necessary work.
  • Project Management: Use project management and help desk tools (Teamwork, Desk, Slack) to communicate effectively and manage tasks.
  • Problem Solving: Ask insightful questions to identify the core issues. Post updates from clients to the internal team and relay progress from our development team back to clients.
  • Documentation: Present information clearly and concisely, using screen and video capture tools to enhance communication.
  • Task Coordination: Manage multiple maintenance and development tasks with budgets ranging from $150 to $5,000 or more.

Required Skills and Experience:

  • WordPress Expertise: Troubleshoot issues related to SSL, WordPress configuration, plugins, themes, and updates. Familiarity with SFTP clients (e.g., Filezilla, Transmit) is a plus.
  • Technical Knowledge: Experience with web technologies, DNS, domain configuration, and WordPress page builders (Gutenberg, Elementor, Divi, Visual Composer). Knowledge of Git, LMS plugins, eCommerce plugins, and membership plugins is preferred.
  • Communication: Excellent grammar, spelling, tone, and verbal communication skills. Comfortable with phone calls to resolve client issues.
  • Organization: Highly organized, with a knack for productivity tools (HubSpot, Teamwork Projects, Teamwork Desk). Ability to break down complex problems and identify process improvements.
  • Customer Support: Strong commitment to exceptional customer support and anticipation of client needs.

Benefits of Working at SiteCare:

  • Competitive Salary: Based on your experience.
  • Remote Work: Flexibility to work from anywhere with a fast internet connection.
  • Profit Sharing: Quarterly profit distributions.
  • Personal Development: $200 quarterly stipend for personal development.
  • Technology Stipend: $2,000 for new hires and a $2,000 refresher stipend every 2 years.

Apply Now! If you’re excited about this role and think you’re a great fit, we’d love to hear from you. Apply today to join our team!

To apply for this job please visit sitecare.typeform.com.

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