Ticket Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage website ticket requests for a varied portfolio of dental clients using Teamwork Desk, ensuring tasks are completed accurately and on time.

• Add, modify, and delete page content in WordPress at an administrative level.

• Upload, resize, and position images on live client websites, incorporating alt text and adhering to accessibility best practices.

• Activate, deactivate, and configure WordPress plugins as per ticket requests.

• Oversee site environments in WP Engine, including restoring backups and transitioning content between development and production.

• Collaborate with cross-departmental teams to clarify requests, verify scope, and escalate issues that require development support.

• Adhere to internal file naming conventions and URL standards for every request.

• Acquire knowledge of Firegang's proprietary WordPress framework and in-house plugin suite.

• Maintain precise data in Teamwork Desk and ensure assigned tickets are completed by their deadlines.

• Achieve KPIs related to timely, error-free ticket resolution, ticket volume, queue turnaround time, data integrity, and compliance with naming, URL, and accessibility standards.

⛳️ Requirements

• Proficiency in WordPress at an administrator level, with confidence in adding, editing, and removing page content.

• Experience in uploading and positioning images on live websites.

• Basic knowledge of HTML.

• Familiarity with Photoshop skills, particularly in resizing images within file size constraints.

• Understanding of image alt text and accessibility best practices.

• Ability to follow established internal file naming conventions.

• Clear comprehension of relative versus absolute URLs.

• Comfort in activating, deactivating, and configuring a wide range of WordPress plugins.

• Proven experience managing a high volume of support tickets.

• Experience with WP Engine, including backup restoration and content management between development and production environments.

• Collaborative communicator who seeks clarification rather than making assumptions.

• Standard working hours from 8:00 a.m. to 5:00 p.m. in the applicant's time zone.

• Candidates must reside in the U.S.

🏝️ Benefits

• PPO Health Benefits (medical/dental).

• 401K Option with matching.

• Generous PTO and Holiday Schedule.

• 100% Remote Work.

• Life, AD&D, Short- and Long-Term Disability Insurance.