Sr. WordPress Support Technician
Description
StellarWP is a leading force in the WordPress ecosystem, driving innovation through powerful software solutions. Our portfolio includes some of the most trusted WordPress brands, including LearnDash, a premier learning management system (LMS) that helps organizations, schools, and educators build dynamic e-learning platforms.
At StellarWP, we pride ourselves on fostering a collaborative, inclusive, and supportive work environment that empowers team members to thrive. If you're passionate about WordPress and providing exceptional customer service, we want to hear from you!
We are seeking a highly skilled WordPress Support Technician to join our LearnDash team. The ideal candidate will have a deep understanding of WordPress and experience in troubleshooting technical issues with plugins and themes. As a senior member of the support team, you will handle complex technical inquiries and assist team members
This is a permanent, remote, full-time position with a pay range of $22 to $25 per hour.
Responsibilities:
- Provide exceptional support over a variety of mediums (chat, phone, tickets)
- Assist customers and co-workers with the use and optimization of WordPress and associated products
- Investigate, document, and escalate product bugs and feature requests to the development team
- Create and maintain product documentation for both internal and external sources
- Help users optimize their platforms by offering strategic advice
- Lead subject matter sessions
- Recommend products or solutions based on customer needs and an evaluation of issues to ensure long term success
- Install, manage, and troubleshoot software related to our products
- Provide support for a variety of third party software under our Beyond Scope Support umbrella
- Keep apprised of pertinent technological developments and internal communications in order to stay on top of potential customer needs or issues
- Work with third party vendors to facilitate the resolution of issues
- Provide job shadowing and mentoring
- Serve as an escalation point teammates
- Provide feedback and suggestions to improve the product, based on direct customer interactions and pain points
Skills, Competencies, and Qualifications:
- 2+ years relevant experience in an IT support related role
- Working knowledge of PHP/HTML/CSS
- Strong understanding of WordPress plugins and themes
- Strong knowledge of WordPress Core and common WordPress errors
- Strong understanding of WP-CLI
- Knowledge of digital QA testing best practices
- Experience within a help desk / call center environment
- Exceptional troubleshooting skills
- Proven customer service acumen
- Excellent written and verbal communication skills, with emphasis on confidentiality, tact, and diplomacy
- Strong attention to detail
Preferred Qualifications:
- Basic Web hosting experience
We Offer:
- Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription
- Traditional and Roth 401k with company matching
- Fun employer-sponsored events
- A collaborative team culture
- Consistent/set work hours
- Challenging non-redundant daily duties
- A voice in how things get done
- Access to ongoing training
Disclaimer:
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.
Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.