Remote WordPress Technical Support Agent

 Time Zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9)

StellarWP is a prominent leader in the WordPress ecosystem, spearheading innovation through robust software solutions. Our portfolio features some of the most reputable WordPress brands, including LearnDash, a top-tier learning management system (LMS) designed to assist organizations, schools, and educators in creating dynamic e-learning platforms, and The Events Calendar, which provides versatile event and ticketing solutions that enhance your site’s appearance. We are currently hiring for positions in both brands!

The ideal candidate will possess a thorough understanding of WordPress and experience in troubleshooting intricate technical issues related to plugins and themes.

This is a permanent, remote, full-time position offering a pay range of $18 to $22 per hour for Technical Support Agents and $22 to $25 per hour for Senior Technical Support Agents.

As a WordPress Technician, you will:

• Deliver exceptional support to our customers across various channels to ensure their long-term success with our products.
• Investigate and resolve complex technical issues related to our offerings.
• Continuously enhance our products by documenting bugs and user feedback.
• Create clear and informative documentation for both internal teams and end users.
• Stay updated on relevant technological advancements and internal communications to anticipate customer needs or concerns.

Additionally, Senior Technical Support Agents will:

• Provide job shadowing and mentorship to team members.
• Lead subject matter sessions.
• Act as an escalation point for team inquiries.
• Collaborate with developers to identify the causes of more challenging technical issues.

Qualifications:

• Over 2 years of experience with WordPress and a comprehensive understanding of the platform.
• At least 2 years of relevant experience in an IT support role.
• Familiarity with general web concepts and best practices, including SEO, caching, HTTPS, APIs, and utilizing the browser console and other debugging tools for troubleshooting.
• Strong knowledge of HTML and CSS, basic familiarity with JavaScript and PHP, and a willingness to learn quickly for technical troubleshooting.
• Exceptional verbal and written communication skills, with the ability to interact appropriately with all organizational levels.
• Willingness to act as a liaison between users and the development team.

In addition, Senior Technical Support Agents will have:

• Proven ability to read, understand, and identify issues in PHP, HTML, and CSS.
• Strong understanding of WP-CLI.
• Advanced troubleshooting skills, including experience with third-party platform integrations.

We Offer:

• Excellent employer-paid benefits, including medical, dental, vision, and prescription coverage.
• Optional employer-contributing 401K plan.
• A collaborative team culture.
• Engaging, non-redundant daily responsibilities.
• A voice in how tasks are executed.
• Access to ongoing training opportunities.