WORDPRESS Tier 2 Technical Support

  • Job Reference: 00000053-1
  • Date Posted: 10 September 2020
  • Recruiter: Coberon Chronos Group
  • Location: EMEA, LATAM, APAC, US, CANADA
  • Salary: On Application
  • Sector: IT & Tech, Service & Support Engineers, Customer Services and Service Operations
  • Job Type: Permanent, Full-time, Home-office based

Job Description

Our client is a leading WordPress page builder plugin. They are looking for TIER 2 Technical Support Agents. These are full-time, home office based positions providing technical support via chat or email.

The Tier 2 Technical Support agent is an advanced-level technical position, offering many opportunities to grow professionally, master and practice industry-leading methodologies and tools, and be involved with the cutting-edge technology that’s building the web of tomorrow.

Requirements
At least 2 years experience in Technical Support (Tier 1 or 2)
Experience with WordPress, HTML, CSS and JavaScript
Experience with web development and inspection tools
Knowledge of PHP and other coding languages - an advantage 
Knowledge of Web Applications
Experience with Web Servers and infrastructure, hosting, cloud and SaaS - an advantage
Web Design/Development background - an advantage
Ability to analyze and solve complex technical problems
Ability to fluently communicate complex technical ideas in English
Ability to break down and guide through a technical process
Ability to work under pressure


Responsibilities
Be introduced to the technology and learn about the different services offered to customers
Triage new customer requests and drive the best course of action for resolution
Communicate with customers, and liaison their service requests to the professional teams
Proactively engage with customers and assist in expanding their usage of our products
Use different communication tools to enhance customer experience and maintain high availability of our support functions
Collaborate with other team members and company departments to generate greater knowledge and contribute to an enhanced customer experience
Build up your customer service skills and grow your professional expertise