Senior WordPress Support Specialist

4 weeks ago


Lansing, Michigan, United States StellarWP Full time
Job Summary

We are seeking a highly skilled WordPress Support Technician to join our LearnDash team at StellarWP. As a senior member of the support team, you will handle complex technical inquiries and assist team members with the use and optimization of WordPress and associated products.

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

Requirements:
  • 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

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


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