Job Description

The role involves:

• Supporting our awesome members and customers
• Responding to customers who report issues with their website(s), plugins or hosting services and handling/debugging issues (promptly)
• Hanging out in the WordPress.org forums – being massively friendly, helpful, and useful
• Helping customers with their WordPress problems by logging into their websites, diagnosing issues and offering solutions.
• Writing clear and helpful responses to customer queries via email, chat and our forum.
• Providing knowledgeable recommendations for solutions to handle customer feature requests.
• Providing our developers and Second Level Support Team with clear and detailed bug reports for escalation.
• Properly document & summarize tests or troubleshooting steps for communicating both with customers and colleagues.
• Assisting with and solving all manner of WordPress questions with style!
• Being an active part of the Incsub team.

Reach for the skies; we have many challenges and opportunities for those who aspire to do more!

Qualifications

• At least 2+ years of experience with WordPress.
• Ability to code using PHP, CSS, MySQL and HTML.
• Good knowledge of the WordPress platform and WordPress hooks & filters
• Ability to diagnose WordPress issues by isolating potential factors and providing resolution
• An understanding of browser console errors and debugging via developer tools
• Attention to detail and aptitude for problem-solving
• Great interpersonal communication skills, being kind, supportive, and all-around friendly
• Being a great team player, keen on working in an expanding, motivated, distributed support team
• Love for impressive response times, typing speed (it matters), and the ability to produce quality work between deadlines
• Fluent in English to communicate effectively.
• Ability to work full-time (40 hours/week)

SKILL-SET

WordPress, Technical Support, Customer Support, Communication, PHP, CSS, MySQL, HTML