WordPress Product Support Specialist

DocMe360 is seeking a proactive and detail-oriented WordPress Product Support Specialist to join our WordPress team for the Department of Veterans Affairs (VA). In this role, you will be responsible for providing technical support to our WordPress users, ensuring they have a smooth and positive experience with our products. You will also assist in troubleshooting issues, answering queries, and documenting solutions to enhance the support experience. This role may be filled using a 1099, contract-to-hire, or W2 candidate. All candidates must US Citizens and currently reside in the United States of America.

Responsibilities

• Provide exceptional technical support to WordPress users via email, chat, and ticketing systems.
• Troubleshoot and resolve customer issues related to WordPress themes, plugins, and functionality.
• Document solutions and create knowledge base articles to expedite future support requests.
• Collaborate with the development team to feedback on product improvements based on user experience.
• Stay updated on the latest WordPress developments and enhancements to provide effective support.
• Assist in training new support team members and contribute to overall team performance.
• Monitor and manage support tickets to ensure timely resolutions.

DocMe360 Values:

• Delivery - Deliver all efforts to a culture of honesty, transparency, unwavering integrity, and professional growth. 
• Optimism - Optimize and invest in professional growth, empowerment, and well-being.
• Collaboration - Collaborate for impact; foster teamwork and shared expertise to achieve success. 
• Motivation - Motivate from within to naturally inspire and energize clients with passion and purpose.
• Exploration - Explore opportunities for innovative technologies and trends that align with our mission and foster the highest quality of products and services.

Requirements

• Proven experience working with WordPress, including familiarity with theme and plugin management.
• Strong troubleshooting skills and the ability to resolve technical issues efficiently.
• Excellent written and verbal communication skills.
• Experience with customer support software and ticketing systems.
• Ability to work independently and manage multiple tasks effectively.
• Basic knowledge of HTML, CSS, and PHP is a plus.
• Customer service-oriented mindset with a passion for helping users achieve their goals.

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Family Leave (Maternity, Paternity)
• Training & Development
• Work From Home