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 (e.g., Google Search Console).
Apply structured problem-solving to assess issue scope and impact.
Recognize when issues exceed Level 1 scope and escalate appropriately to technical specialists via ActiveCollab.
Collaborate with management to ensure issues are properly resolved before closing tickets.
Provide 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.

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 (e.g., Google Search Console).
Strong written communication skills in English (written communication prioritized).
Problem-solving mindset with 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).

Customer Service Representative, WordPress

Key skills