DirecciónYour #1 trusted resource for BuddyPress and WordPress powered communities. Our products and custom development services help businesses across the globe, in building community platforms on WordPress and BuddyPress.
The Role
Your responsibilities will include :
- Supporting our customers via our live chat & support ticketing system and other communication channels
- Responding to customers who report issues with their website(s), plugins, or hosting services and handling / debugging issues (promptly)
- Assisting customers with all hosting related issues via platform control panels
- Helping customers with their WordPress problems by logging into their websites, diagnosing issues, and offering solutions.
- Writing clear and helpful responses to customer queries via email, chat, and our forum.
- Providing knowledgeable recommendations for solutions to handle customer feature requests.
- Providing our SysOps, Developers and Support Team with clear and detailed bug reports for escalation.
- Properly document & summarize tests or troubleshooting steps for communicating both with customers and colleagues.
- Assisting with and solving all manner of WordPress questions with style.
- Being an active part of the Support team.
Ideal Profile
- At least 3+ years of experience with website site management and website migration tasks
- At least 2+ years of experience hosting WordPress applications in a Linux environment
- At least 2+ years of experience in a prior web Hosting Support role
- Demonstrated knowledge of the WordPress platform and WordPress hooks & filters
- Ability to diagnose Hosting issues via diagnostic logs at a server level
- An understanding of server access, error and debug logs
- An understanding of browser console errors and debugging via developer tools
- Ability to diagnose WordPress issues by isolating issues and providing resolution
- Strong SFTP, SSH and command-line skills including bash scripting
- Demonstrate ability to quickly and efficiently handle a variety of common web hosting related issues including :
- DNS Zone configuration
- Diagnosing common HTTP error codes
- Email client configuration
- FTP connections
- MySQL configuration
- Setting up cron-jobs
- Experience with WordPress plugins including : Elementor, Learndash, TutorLMS, MemberPress, PaidMembershipsPro, WP-Fusion and BuddyBoss
- Knowledge of PHP applications, Web Errors, Email Errors, LiteSpeed, MariaDB, Imunify360, Redis, LSCache and Cloudflare
- Experience with WordPress-based PHP programming, CSS, SQL, HTML.
- Attention to detail and aptitude for problem-solving
- Great interpersonal communication skills, kind, supportive, and all-around friendly
- A great team player, keen on working in an expanding, motivated, distributed support team
- A can-do attitude with excellent English based written and verbal communication skills.
- Ability to work full-time (40 hours / 5 days a week)
What's on Offer?
- Fantastic work culture
