WordPress Customer Service Representative

Jobtailor; Deutschland; Remote; EUR 28.000 - 42.000; Vollzeit

Zusammenfassung

Jobtailor in Germany is seeking an experienced Level 1 IT Support specialist to handle WordPress and Google platform inquiries. You will be the first point of contact, diagnose basic issues in WordPress, and provide Level 1 resolutions via FreeScout.

Strong English writing and empathy are essential to help clients with varying technical skills. You will manage multiple tickets, escalate when needed, and collaborate with management to ensure complete resolution and client satisfaction.

Qualifikationen

• Level 1 IT or Service Desk experience or equivalent customer service background.
• Experience with WordPress website management preferred.
• Experience with ticketing systems or project management tools preferred.
• Strong written communication skills in English.
• Availability for full-time, 40 hours per week, during U.S. business hours.
• Resume submission in English and PDF format.

Aufgaben

• Respond to customer support tickets within 24 hours via FreeScout.
• Serve as the initial contact for WordPress and technical support inquiries.
• Navigate WordPress back-end environments to diagnose basic issues and provide Level 1 support solutions.
• Identify and troubleshoot problems related to WordPress and Google platform tools, such as Google Search Console.
• Apply structured problem-solving to assess issue scope and impact.
• Recognize when issues exceed Level 1 scope and elevate them to technical specialists via ActiveCollab.
• Collaborate with management to ensure issues are properly resolved before closing tickets.
• Follow up on escalated tickets to ensure client satisfaction.
• Maintain professional, empathetic communication with clients of varying technical proficiency levels.
• Manage multiple tickets simultaneously while ensuring timely and accurate updates.

Kenntnisse

Level 1 IT Support

WordPress Navigation

Troubleshooting

Problem-Solving

Customer Service

Written English Communication

Tools

FreeScout

ActiveCollab

Jobbeschreibung

• Respond to customer support tickets within 24 hours via the FreeScout ticketing system
• Serve as the initial point of contact for WordPress and technical support inquiries
• Navigate WordPress back-end environments to diagnose basic issues and provide Level 1 support solutions
• Identify and troubleshoot problems related to WordPress and Google platform tools, such as Google Search Console
• Apply structured problem-solving to assess issue scope and impact
• Recognize when issues exceed Level 1 scope and elevate them to technical specialists via ActiveCollab
• Collaborate with management to ensure issues are properly resolved before closing tickets
• Follow up on escalated tickets to ensure client satisfaction
• Maintain professional, empathetic communication with clients of varying technical proficiency levels
• Manage multiple tickets simultaneously while ensuring timely and accurate updates

Requirements

• Level 1 IT or Service Desk support experience, or equivalent customer service background
• Previous helpdesk or customer support experience preferred
• Experience with WordPress website management preferred
• Exposure to ticketing systems or project management tools preferred
• Basic understanding of WordPress navigation and functionality, or strong ability to learn quickly
• Familiarity with Google platform tools, such as Google Search Console
• Strong written communication skills in English
• Problem-solving mindset and interest in developing Level 2 technical capabilities
• High empathy and patience when supporting clients with different technical skill levels
• Ability to work independently and manage multiple tickets simultaneously
• Proactive attitude, technical curiosity, and willingness 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
• Video submission using the same email as the application
• Resume submitted in English and PDF format

Core Competencies

Demonstrates proficiency in Level 1 IT support, particularly with WordPress and Google platform tools, while maintaining effective communication and problem-solving skills to ensure client satisfaction.

Highest-signal resume keywords

• Level 1 IT Support Experience
• WordPress Website Management
• Google Search Console Familiarity
• Ticketing System Experience
• Strong Written Communication Skills

Hard Skills

• WordPress Navigation
• Basic Troubleshooting
• Problem-Solving
• Technical Support
• Customer Service

Soft Skills

• Empathy
• Patience
• Proactive Attitude
• Independence
• Time Management

Industry Keywords

• Customer Support
• Helpdesk Experience
• Technical Curiosity
• Client Satisfaction
• U.S. Business Hours Availability

Tools & Technologies

• FreeScout
• ActiveCollab