Ticket Support Specialist

Firegang Dental Marketing; Spokane (WA); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

100% Remote Work

PPO Health Benefits (medical/dental)

401K Option with matching

Generous PTO and Holiday Schedule

Life, AD&D, Short- and Long-Term DI

Job summary

Firegang Dental Marketing is seeking a Ticket Support Specialist to fulfill website ticket requests for dental clients via Teamwork Desk. You will edit content in WordPress at an administrator level, manage images, and configure plugins, while following accessibility and URL standards.

The role is full-time and remote across the U.S., with standard hours 8:00 a.m. to 5:00 p.m. in the applicant's time zone. Applicants should have WordPress expertise and a proactive, collaborative mindset.

Qualifications

• Administrator-level WordPress proficiency
• Experience uploading and placing images on live websites
• Working knowledge of HTML
• Basic Photoshop skills, particularly image resizing
• Familiarity with image alt text and accessibility best practices
• Ability to follow established internal file naming conventions
• Clear understanding of relative versus absolute URLs
• Comfortable activating, deactivating, and configuring a range of WordPress plugins
• Proven experience managing a high volume of support tickets
• Experience with WP Engine, including restoring backups and pushing/pulling between development and production environments
• A collaborative communicator who asks questions rather than guessing

Responsibilities

• Fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk
• Add, edit, and remove page content in WordPress at an administrator level
• Upload, resize, and place images on live client websites with alt text
• Activate, deactivate, and configure WordPress plugins as needed
• Manage site environments in WP Engine, including backups and promotions between dev and prod
• Clarify requests with cross-departmental teams to confirm scope
• Follow internal file naming conventions and URL standards
• Learn and apply Firegang's proprietary WordPress framework and in-house plugin suite
• Maintain data accuracy in Teamwork Desk and complete tickets by due dates

Skills

WordPress Admin

HTML

Photoshop (image resizing)

WP Engine

Teamwork Desk

Accessibility best practices

Plugins management

URLs - relative vs absolute

Tools

WordPress

WP Engine

Teamwork Desk

Job description

Firegang Dental Marketing is a digital marketing company headquartered in Spokane, Washington that has been in business for nearly 20 years. Our clients are primarily dentists, and our service packages include website design, paid ad management, SEO, analytics, copywriting, and more.

A successful Ticket Support Specialist at Firegang partners with cross-departmental teams to fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk. This role sits at the intersection of technical execution and client service, ensuring requests are completed accurately, efficiently, and on schedule. The ideal candidate brings administrator-level WordPress experience, takes initiative without waiting to be asked, and is eager to learn our proprietary WordPress framework and in-house plugin suite.

This is a full-time, remote position available to candidates located anywhere in the U.S. Standard hours are 8:00 a.m. to 5:00 p.m. in the applicant's time zone.

Responsibilities of a Ticket Support Specialist:

• Fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk , completing work accurately and on schedule.
• Add, edit, and remove page content in WordPress at an administrator level.
• Upload, resize, and place images on live client websites, including alt text and accessibility best practices.
• Activate, deactivate, and configure a range of WordPress plugins as ticket requests require.
• Manage site environments in WP Engine , including restoring backups and pushing and pulling between development and production.
• Partner with cross-departmental teams to clarify requests, confirm scope, and esc
• Follow established internal file naming conventions and URL standards on every request.
• Learn and apply Firegang's proprietary WordPress framework and in-house plugin suite.
• Maintain accurate data within Teamwork Desk and complete assigned tickets by their due dates.

Requirements:

• Administrator-level WordPress proficiency , with confidence adding, editing, and removing page content.
• Experience uploading and placing images on live websites.
• Working knowledge of HTML .
• Basic Photoshop skills, particularly image resizing within file size constraints.
• Familiarity with image alt text and accessibility best practices .
• Ability to follow established internal file naming conventions.
• Clear understanding of relative versus absolute URLs .
• Comfortable activating, deactivating, and configuring a range of WordPress plugins.
• Proven experience managing a high volume of support tickets .
• Experience with WP Engine , including restoring backups and pushing and pulling between development and production environments.
• A collaborative communicator who asks questions rather than guessing.

Bonus Points For:

• Prior experience with Teamwork Desk or a comparable ticketing platform.
• Familiarity with dental services and terminology .
• Previous experience in a marketing agency environment.
• Basic video editing skills.
• Graphic design skills, including Figma .

Soft Skills:

• Initiative: Takes ownership of the queue and moves work forward without waiting to be asked.
• Communication: Asks good questions and confirms scope rather than guessing at intent.
• Attention to Detail: Committed to producing high-quality, error-free work on live client websites.
• Willingness to Learn: Eager to pick up proprietary tools, frameworks, and plugins.
• Independence: Works effectively on their own in a remote, high-volume environment.
• Teamwork: Collaborates well across departments to keep client requests moving.

Key Performance Indicators (KPIs):

• Tickets resolved on time and error-free.
• Ticket volume handled and queue turnaround time.
• Data integrity maintained within internal systems (Teamwork Desk, Teamwork Projects).
• Adherence to internal file naming, URL, and accessibility standards.
• $50,000-$55,000
• PPO Health Benefits (medical/dental)
• 401K Option with matching
• Generous PTO and Holiday Schedule
• 100% Remote Work
• Life, AD&D, Short- and Long-Term Disability Insurance

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.