WordPress Customer Support Specialist

Role Overview: You will be working as a Customer Support Specialist at a company that values relentless pursuit of excellence. Your role will involve providing technical support to clients primarily on WordPress and Drupal platforms, helping them resolve website-related issues while delivering exceptional customer service. Key Responsibilities: - Manage and resolve incoming support requests through the ticketing system for the MyAdvice product suite - Close a minimum of 100 tickets per week generated via phone, email, and web form - Troubleshoot and resolve website-related issues across WordPress and Drupal platforms - Assist clients with content updates, integrations, and troubleshooting through various communication channels - Explain technical concepts to non-technical users in a professional and friendly manner - Collaborate with internal development teams on complex client issues - Multi-task to handle multiple open tickets at different stages of completion - Provide technical and training support to internal teams as needed Qualifications Required: - 5+ years of experience as a Wordpress Developer or in a similar role - 2+ years in a high-volume Customer Service or Technical Support position - Strong technical knowledge of WordPress and Drupal, including CMS structure, theme/module troubleshooting, and site maintenance - Familiarity with HTML5, CSS3, and basic JavaScript - Experience with help desk software (Zendesk preferred) - Excellent written and verbal communication skills - Strong interpersonal and client-relations skills - Detail-oriented with excellent organizational and multitasking abilities - Ability to work independently and manage multiple priorities - Familiarity with GSuite, Microsoft Excel/Word, and web-based systems - Ability to critically think through issues and identify root causes - Experience with popular page builders such as Elementor, Divi, Beaver Builder, etc. - Familiarity with website architecture, aesthetics, and user experience principles - Knowledge of web accessibility standards and best practices Additional Company Details: You will be joining a team at MyAdvice that focuses on transforming how small practices grow using cutting-edge AI and an all-in-one platform. The company values grit, resourcefulness, and a client-first culture. Career development, coaching, and tools for long-term success are provided to employees. MyAdvice aims to build a dynamic and resilient company, committed to inclusion, diversity, and continuous improvement. Mindset is considered important, and the company is dedicated to creating a collaborative and impactful work environment.,