WordPress Technical Support Agent

Time zones: EST (UTC -5), CST (UTC -6), MST (UTC -7), PST (UTC -8), AKST (UTC -9)

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, and The Events Calendar, which offers flexible event and ticketing solutions that look fantastic on your site. We are currently hiring for both brands!

The ideal candidate will have a deep understanding of WordPress and experience in troubleshooting complex technical issues with plugins and themes.

This is a permanent, remote, full-time position with a pay range of $18 to $22 per hour for our Technical Support Agents and $22 to $25 per hour for our Sr. Technical Support Agents. 

**As a WordPress Technician you would:**

• Provide our customers exceptional support over a variety of mediums to ensure long-term success with our products

• Investigate and solve complex technical problems related to our products

• Work to continuously improve our product offerings by documenting bugs and product feedback

• Create informative, well-written documentation both internally and for our end users

• Keep apprised of pertinent technological developments and internal communications in order to stay on top of potential customer needs or issues

In addition to the above, Sr. Technical Support Agents will also:

• Provide job shadowing and mentoring to teammates

• Lead subject matter sessions

• Serve as an escalation point for teammates

• Work with developers to determine the cause of our more difficult and technical issues

**Qualifications:**

• 2+ years experience working with WordPress and a strong understanding of all aspects of the platform

• 2+ years relevant experience in an IT support related role

• Familiarity with general web concepts and best practices such as SEO, caching, HTTPS, APIs, and using the browser console and other debugging tools to troubleshoot issues

• Strong familiarity with HTML and CSS, basic familiarity with JavaScript and PHP, and a willingness and ability to learn quickly for technical troubleshooting purposes

• Exceptional communication skills, both written and verbal, and ability to interact appropriately with all levels of the organization

• Ability and willingness to be an ambassador in both directions between users and the development team

In addition to the above, Sr. Technical Support Agents will also have:

• Proven ability to read, understand, and find the source of issues in PHP, HTML, and CSS

• Strong understanding of WP-CLI

• Advanced troubleshooting skills, including with integrations with third-party platforms

**We offer:**

• Exceptional employer paid benefits options - medical, dental, vision, prescription

• Optional employer contributing 401K

• A collaborative team culture

• Challenging non-redundant daily duties

• A voice in how things get done

• Access to ongoing training