WordPress Helpdesk Customer Service Representative

Scale Army

The WordPress Helpdesk Customer Service Representative will serve as the primary point of contact for client WordPress and technical support inquiries. This role focuses on providing Level 1 troubleshooting, maintaining clear and empathetic communication, and escalating more complex issues to technical specialists when appropriate.

Key Responsibilities

• 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.

Technical Troubleshooting & Diagnosis

• 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.

Escalation & Quality Assurance

• 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.

Client Communication & Relationship Management

• Maintain professional, empathetic communication with clients of varying technical proficiency levels.

• Manage multiple tickets simultaneously while ensuring timely and accurate updates.