Offer summary

Qualifications:

Proficiency in WordPress with a working knowledge of the platform., Strong troubleshooting skills for diagnosing and resolving technical problems., Excellent communication skills in written and spoken English., Customer service experience with the ability to build strong client relationships..

Key responsabilities:

Manage client support requests through the support portal.

Troubleshoot and resolve WordPress website issues and coordinate with developers for complex problems.

Provide client training on website functionalities and create screencasts.

Communicate effectively with clients and manage communication between clients and developers.

Job description

This is a remote position.

4 hrs/day (20 hrs/week)
Monday – Friday, mornings (Mountain Standard Time).

Specific start and end times are flexible, but availability during morning hours MST is required for client communication.

Responsibilities:

Manage client support requests through our support portal (Help Scout).
Troubleshoot and resolve WordPress website issues, including simple tasks and coordinating with developers for complex issues.
Provide client training on basic website functionalities, including creating screencasts and guidance.
Troubleshoot and resolve issues with third-party marketing tools (e.g., call tracking, social media publishing platforms).
Communicate effectively with clients and internal team members, providing clear and timely updates.
Manage communication between clients and developers.
Provide excellent customer service.

Requirements

Proficiency in WordPress: Working knowledge of the platform, ability to perform basic tasks, and understanding of common issues.
Strong troubleshooting skills: Ability to diagnose and resolve technical problems with websites and third-party tools.
Excellent communication skills (written and spoken English): Ability to communicate clearly and professionally with clients and team members.
Customer service experience: Ability to provide excellent support and build strong client relationships.
Ability to learn new software quickly.
Ability to manage multiple tasks.

Preferred but Not Essential Experience and Knowledge:

Experience creating screencast tutorials.
Experience providing website training.
Familiarity with various marketing tools (e.g., CallRail, Google Business Profile, Sendible etc).
Experience working in a marketing agency environment.