Technical Support

As a Technical Support L1, you’ll be providing support to our customers primarily using live chat, but also over the phone and via support tickets. You will serve as the first point of contact for our customers, supporting all of their WordPress questions and needs. You will develop a deep technical knowledge of the various open-source technologies which deliver amazing digital experiences for our customers. Client cares about you, meaning that we invest in both personal and professional development. Our mission is to develop you to your full potential and work with you through each stage of your career. We like to promote people within our business, and many of those folks started out in technical support. We recognize and reward talent, at Client the best get better. If you are a self-motivator seeking a challenge and can think creatively, then this role is for you!

Your Impact:You will be the face of our company and have an opportunity to deliver a world-class experience with every interaction with our customers on our live contact channels of chat and phone. As part of this opportunity, you will contribute to our company, our customers, and your personal development by:

• Applying creative problem-solving techniques to identify and solve the source of problems while keeping our customers happy and engaged.
• Demonstrating commitment to continuous learning, technical knowledge to better support our customers as well as strengthening your own technical skillset.
• Maintaining a great team and working environment by assisting fellow team members. We are a global inclusive team, and we work together!
• Demonstrating a positive attitude when faced with change, working with your teammates and with our customers.

Requirements for the Role:

• 1-2 years of experience working in technical support or a customer service position
• Ability to problem solve with an eagerness and patience to learn
• Knowledge of open-source content management systems
• WordPress: knowledge of WordPress, Plugins, and Themes.
• Working knowledge of DNS and SSL
• You understand the usage of file systems and the tools for remotely managing web content on a web or file server
• Knowledge of Linux command line
• Knowledge of HTML and CSS
• You have previous experience with online Chat and/or instant messaging tools supporting customers
• You have previously worked with customers via phone support