Technical Support Specialist

Summary

Join our team as a Customer Support Specialist and provide exceptional support to clients by troubleshooting website issues on WordPress and Drupal platforms. You will work cross-functionally with internal teams and directly with clients, resolving support tickets, explaining technical issues clearly, and improving support processes. This role requires strong technical skills, excellent communication, and problem-solving abilities. You will manage and resolve incoming support requests, troubleshoot website issues, assist clients with content updates, and collaborate with internal development teams. The ideal candidate is a natural problem-solver with a passion for technology and people. We offer opportunities for career development and growth within a fast-moving, client-first culture.

Requirements

• 5+ years of experience as a Wordpress Developer or similar role
• 2+ years in a high-volume Customer Service or Technical Support position
• Strong technical knowledge of both WordPress and Drupal, including CMS structure, theme/module troubleshooting, and site maintenance
• Familiarity with HTML5, CSS3, and basic JavaScript
• Experience with help desk software (Zendesk preferred)
• Excellent written and verbal communication skills
• Strong interpersonal and client-relations skills
• Detail-oriented with excellent organizational and multitasking abilities
• Ability to work independently and manage multiple priorities
• Familiarity with GSuite, Microsoft Excel/Word, and web-based systems
• Ability to critically think through issues and identify root causes
• Experience with popular page builders, such as Elementor, Divi, Beaver Builder, etc
• Familiarity with website architecture, aesthetics, and user experience principles
• Knowledge of web accessibility standards and best practices

Responsibilities

• Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice product suite
• Close a minimum of 100 tickets per week generated via phone, email, and web form
• Troubleshoot and resolve website-related issues across both WordPress and Drupal platforms, including theme/plugin/module problems, site performance, and customizations
• Assist clients with content updates, integrations, and troubleshooting via multiple channels (virtual, phone, email)
• Clearly explain technical concepts to non-technical users in a professional and friendly manner
• Collaborate with internal development teams on complex client issues
• Multi-task to track dozens of open tickets at various stages of completion
• Assist our internal teams with technical and training support as needed

Preferred Qualifications

• Familiarity with other CMS platforms (e.g., Joomla)
• Exposure to debugging tools (e.g., Chrome Inspector)
• Understanding of responsive design and mobile optimization
• Prior experience in digital marketing or agency support environments

Benefits

You’ll get the coaching, career development, and tools to succeed—not just for today, but for long-term career growth