WordPress Support Specialist
3 weeks ago
We're seeking a skilled WordPress Support Engineer to join our team at Rocket. As a key member of our support team, you'll be responsible for providing exceptional customer service and technical support to our clients. Your expertise in WordPress will enable you to troubleshoot and resolve complex issues efficiently, ensuring our customers receive the best possible experience.
Key Responsibilities- Provide timely and effective support to customers via live chat, tickets, and Slack.
- Ensure all standard operating procedures (SOPs) are followed and escalate unresolved issues to internal teams as needed.
- Assist customers in troubleshooting and resolving common WordPress issues, going beyond the scope to provide a "WOW" experience.
- Contribute to the development of knowledge base articles and technical blog posts to share expertise with the community.
- Collaborate with the development team to convert recurring issues into feature requests, representing the customer's voice within the company.
- 2+ years of experience with WordPress.
- Excellent written and verbal communication skills in English.
- Previous experience with live chat and/or helpdesk tools.
- Familiarity with common web hosting stacks (cPanel, NGINX, Apache, MySQL, etc.).
- Knowledge of Linux command line (SSH) and WP-CLI.
- Extensive experience with troubleshooting WordPress.
- Experience with Page Builders and Caching Plugins.
- Experience with Cloudflare and advanced understanding of DNS.
- Ability to work from anywhere in the world.
- Flexible vacation policy.
- Paid education and career development opportunities.
Rocket is an equal opportunity employer committed to diversity and inclusion. We encourage individual achievement and recognize the strength of our diverse team. We are committed to providing accommodations for people with disabilities and welcome applications from qualified candidates.
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