Technical Support Specialist

4 weeks ago

Brisbane, Queensland, Australia WP Engine Full time
Technical Support L1 Role at WP Engine

We're seeking a skilled Technical Support L1 to join our team at WP Engine. As a key point of contact for our customers, you'll provide exceptional support via live chat, phone, and support tickets, focusing on WordPress questions and needs.

Your Responsibilities:
  • Deliver top-notch support to customers, addressing their technical queries and concerns in a timely and professional manner.
  • Develop and maintain in-depth technical knowledge of open source technologies, including WordPress, plugins, and themes.
  • Collaborate with the team to resolve customer issues and improve processes, ensuring a seamless experience for our users.
  • Stay up-to-date with the latest technologies and trends in the industry, applying this knowledge to enhance our support services.
Requirements:
  • 1-2 years of experience in technical support or customer service, with a strong background in open source content management systems.
  • Knowledge of WordPress, including plugins and themes, as well as DNS and SSL.
  • Experience with Linux Command Line and file systems, with a solid understanding of core error codes associated with web hosting.
  • Previous experience with online chat and/or instant messaging tools, as well as phone support.
Desired Skills:
  • Positive energy and enthusiasm, with a passion for web technology and a customer-inspired approach to every interaction.
  • Strong written and verbal communication skills, with the ability to effectively troubleshoot and resolve complex technical issues.
  • Excellent organizational skills, with a focus on teamwork and collaboration to deliver exceptional results.
Perks and Benefits:
  • Company stock options, superannuation program, and employee assistance program.
  • Supplemental maternity and paternity pay, generous vacation time, and one-time home office stipend.
  • Company wellness days and a commitment to equal employment opportunity and diversity and inclusion.
About WP Engine:

WP Engine is a global company that values diversity and inclusion, striving to create a workplace where everyone feels welcome and valued. We're committed to equal employment opportunity and welcome applicants from all backgrounds.

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