Job details

Sr. WordPress Support Technician

StellarWP is a leading force in the WordPress ecosystem, driving innovation through powerful software solutions. Our portfolio includes some of the most trusted WordPress brands, including LearnDash, a premier learning management system (LMS) that helps organizations, schools, and educators build dynamic e-learning platforms.

At StellarWP, we pride ourselves on fostering a collaborative, inclusive, and supportive work environment that empowers team members to thrive. If you're passionate about WordPress and providing exceptional customer service, we want to hear from you!

We are seeking a highly skilled WordPress Support Technician to join our LearnDash team. The ideal candidate will have a deep understanding of WordPress and experience in troubleshooting technical issues with plugins and themes. As a senior member of the support team, you will handle complex technical inquiries and assist team members

This is a permanent, remote, full-time position with a pay range of $22 to $25 per hour.

Responsibilities:

Provide exceptional support over a variety of mediums (chat, phone, tickets)
Assist customers and co-workers with the use and optimization of WordPress and associated products
Investigate, document, and escalate product bugs and feature requests to the development team
Create and maintain product documentation for both internal and external sources
Help users optimize their platforms by offering strategic advice
Lead subject matter sessions
Recommend products or solutions based on customer needs and an evaluation of issues to ensure long term success
Install, manage, and troubleshoot software related to our products
Provide support for a variety of third party software under our Beyond Scope Support umbrella
Keep apprised of pertinent technological developments and internal communications in order to stay on top of potential customer needs or issues
Work with third party vendors to facilitate the resolution of issues
Provide job shadowing and mentoring
Serve as an escalation point teammates
Provide feedback and suggestions to improve the product, based on direct customer interactions and pain points

Skills, Competencies, and Qualifications:

2+ years relevant experience in an IT support related role
Working knowledge of PHP/HTML/CSS
Strong understanding of WordPress plugins and themes
Strong knowledge of WordPress Core and common WordPress errors
Strong understanding of WP-CLI
Knowledge of digital QA testing best practices
Experience within a help desk / call center environment
Exceptional troubleshooting skills
Proven customer service acumen
Excellent written and verbal communication skills, with emphasis on confidentiality, tact, and diplomacy

Strong attention to detail

Preferred Qualifications:

Basic Web hosting experience

We Offer:

Excellent Employer paid Benefits options - Medical, Dental, Vision, Prescription
Traditional and Roth 401k with company matching
Fun employer-sponsored events
A collaborative team culture
Consistent/set work hours
Challenging non-redundant daily duties
A voice in how things get done
Access to ongoing training

Disclaimer:

This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains “at will”.

Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.

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