Website Support Specialist Anywhere

Diocesan Publications Inc.; Byron Township, Northern (MI, KY); Hybrid; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k) matching

Dental insurance

Health insurance

Paid time off

Vision insurance

Job summary

Diocesan Publications Inc. seeks an experienced WordPress specialist to provide top-tier client support and active website maintenance. You will troubleshoot WordPress core, themes, and plugins, respond to client tickets, and document all work.

The role involves in-person work in Byron Center, MI with a hybrid option after training. Applicants should have 2+ years of WordPress experience, strong customer service, and comfort with page builders.

Qualifications

• Significant, recent hands-on WordPress experience required.
• Ability to troubleshoot real WordPress issues independently (plugin conflicts, theme errors, broken layouts, performance, security).
• Comfortable in WordPress admin, page builders (Elementor, Divi, Gutenberg) and hosting/CMS environments.
• Comfortable with AI tools for troubleshooting, documentation, drafting client responses, or faster research.
• Strong customer service skills and experience in a call-center environment.
• Proven ability to solve problems creatively and accept feedback.
• Experience as a web developer or CMS role preferred.
• Able to communicate clearly via internal/external channels.
• Excellent time management, self-motivated and reliable.
• Willingness to learn new skills and collaborate with clients.

Responsibilities

• Provide outstanding customer service with a customer-first mindset.
• Maintain and support client WordPress websites.
• Respond to tickets via email and live calls for support or enhancements.
• Diagnose and resolve issues with WordPress core, themes, plugins, and integrations.
• Research fixes for plugins and libraries with minimal guidance.
• Document all interactions, changes, and updates comprehensively.
• Offer client training to help users learn WordPress.
• Use AI tools to speed troubleshooting and client communication.

Skills

WordPress

Troubleshooting

WP Admin

AI Tools

Customer Service

Call Center

Time Management

Team Communication

Web CMS

Bilingual

Tools

Elementor

Divi

Gutenberg

WordPress Plugins

Job description

Responsibilities

• Provide exceptional customer service and maintain a customer-first perspective at all times.
• Independently maintain and support our client base’s WordPress websites.
• Respond to case tickets (CRM) from clients for support or enhancements via email and live calls.
• Diagnose and resolve issues with WordPress core, themes, plugins, and third-party integrations.
• Research and implement fixes for website plugins and libraries with minimal guidance.
• Effectively manage details and work collaboratively with the team.
• Thoroughly document all interactions, changes, and updates performed.
• Have a personal sense of ownership for all aspects of their work.
• Provide client training to prepare new users and established clients for success in learning and using WordPress.
• Use AI tools where appropriate to speed up troubleshooting, documentation, and client communication.

Skills

• Significant, recent, hands-on WordPress experience is required— please be specific about your WordPress background in your application.
• Demonstrated ability to troubleshoot real WordPress issues independently: plugin conflicts, theme errors, broken layouts, performance issues, security concerns, etc.
• Comfortable working directly in the WordPress admin, page builders (e.g., Elementor, Divi, Gutenberg), and common hosting/CMS environments.
• Comfortable with, or actively leveraging, AI tools (e.g., for troubleshooting, writing client-facing documentation, drafting responses, or streamlining research).
• Strong customer service skills.
• Experience working in a call-center environment.
• Ability to solve problems creatively and effectively.
• Ability to accept feedback and develop positive relationships with clients and colleagues.
• Proven work experience as a web developer or in web content management (CMS) role is preferred.
• Able to answer phones and communicate clearly using internal and external communication systems.
• Exceptional time management skills, self-motivated, and reliable.
• Desire to learn new skills.
• Bilingual (preferred).

Schedule

• 8 hour shift (9-5)
• Monday to Friday
• Some on-call weekend shifts may be needed. As this is a support position, some work time may extend past 5 PM.
• Work Location: In-person full time role in Byron Center, MI 49315. Though this is an in-person role, there is currently a hybrid work-from-home model in place: Monday, Wednesday, and Friday in the office, and Tuesday and Thursday from home after the training period concludes (typically 3 months, but will be largely dependent on the candidate’s progress).

Benefits

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience

• WordPress: 2+ years required, with clear, specific examples of independent troubleshooting and client-facing support work.

About Diocesan

We are the leading provider of Catholic communication solutions serving the growing needs of the Church. For more than 63 years, we have proudly served the Catholic Church with distinction, with offices located in Grand Rapids, MI; Columbus, OH; Harrisburg, PA; Orlando, FL; and Austin, TX. Our innovative product line has us poised for even faster growth to meet the changing needs of the Church as it enters the digital communications age.