Description:
• Supporting our customers via our live chat & support ticketing system and other communication channels.
• Responding to customers who report issues with their website(s), plugins, or hosting services and handling/debugging issues (promptly).
• Assisting customers with all hosting-related issues via platform control panels.
• 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 SysOps, Developers, and 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 Support team.
Requirements:
• At least 3+ years of experience with website site management and website migration tasks.
• At least 2+ years of experience hosting WordPress applications in a Linux environment.
• At least 2+ years of experience in a prior web hosting support role.
• Demonstrated knowledge of the WordPress platform and WordPress hooks & filters.
• Ability to diagnose Hosting issues via diagnostic logs at a server level.
• An understanding of server access, error, and debug logs.
• An understanding of browser console errors and debugging via developer tools.
• Ability to diagnose WordPress issues by isolating issues and providing resolution.
• Strong SFTP, SSH, and command-line skills, including bash scripting.
• Demonstrate ability to quickly and efficiently handle a variety of common web hosting-related issues, including: DNS Zone configuration, Diagnosing common HTTP error codes, Email client configuration, FTP connections, MySQL configuration, Setting up cron-jobs.
• Experience with WordPress plugins including Elementor, Learndash, TutorLMS, MemberPress, PaidMembershipsPro, WP-Fusion, and BuddyBoss.
• Knowledge of PHP applications, Web Errors, Email Errors, LiteSpeed, MariaDB, Imunify360, Redis, LSCache, and Cloudflare.
• Experience with WordPress-based PHP programming, CSS, SQL, and HTML.
• Attention to detail and aptitude for problem-solving.
• Great interpersonal communication skills; kind, supportive, and all-around friendly.
• A great team player, keen on working in an expanding, motivated, distributed support team.
• A can-do attitude with excellent English-based written and verbal communication skills.
Benefits: