WordPress Customer Service Representative

This is a fully remote position, open to applicants in Egypt, +4 more countries.

📋 Description

• Address customer support tickets within a 24-hour timeframe using the FreeScout ticketing system.

• Act as the primary point of contact for inquiries related to WordPress and technical support.

• Navigate the back-end of WordPress to diagnose basic issues and offer Level 1 support solutions.

• Identify and troubleshoot problems associated with WordPress and Google platform tools, including Google Search Console.

• Utilize structured problem-solving techniques to evaluate the scope and impact of issues.

• Determine when issues surpass Level 1 support and escalate them to technical specialists via ActiveCollab.

• Work alongside management to ensure proper resolution of issues prior to closing tickets.

• Follow up on escalated tickets to guarantee customer satisfaction.

• Maintain professional and empathetic communication with clients across varying levels of technical proficiency.

• Handle multiple tickets concurrently while providing timely and accurate updates.

• Complete the application form and submit a video demonstrating relevant skill sets.

⛳️ Requirements

• Experience in Level 1 IT or Service Desk support, or a comparable background in customer service.

• Previous experience in helpdesk or customer support is preferred.

• Familiarity with WordPress website management is advantageous.

• Exposure to ticketing systems or project management tools is preferred.

• Basic knowledge of WordPress navigation and functionality, or a strong aptitude for quick learning.

• Understanding of Google platform tools, such as Google Search Console.

• Excellent written communication skills in English.

• A problem-solving mindset and a desire to develop Level 2 technical skills.

• High levels of empathy and patience when assisting clients with varying technical abilities.

• Capability to work independently while managing multiple tickets simultaneously.

• A proactive attitude, technical curiosity, and eagerness to learn and grow.

• Full-time availability, 40 hours per week.

• Availability to work during U.S. business hours, aligned with the client's time zone.

• Submission of a video using the same email address as the application.

• Resume to be submitted in English and in PDF format.

🏝️ Benefits

• Fully remote work environment.

• Opportunities for professional growth and development.

• Supportive team atmosphere.

• Flexible working conditions.

• Hands-on experience with WordPress environments, ticketing systems, and escalation processes.