Job Description
Title: WordPress Advanced Support Guide
Location: Serbia
Location Details:Serbia Remote
At GoDaddy the future of work looks different for each team. Some teams work in the office full-events or offsites. Your hiring manager can share more about this role’s hybrid or remote time, others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.
Remote: This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.
Start Date: December 2023
Shifts: Monday to Friday in shifts: 3 PM 11 PM (CET), 5 PM 1 AM (CET), 7 PM 3 AM (CET)
What you’ll get to do…
- You will take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity
- You will provide technical feedback on processes and procedures to reduce customer concerns
- You will interact with and communicate effectively across departments within various levels of the organization to properly research and handle customer issues
- You will work in multiple systems, including but not limited to Chat, CRM, JSD, and Live Engage
- Consult with customers about their business needs by matching GoDaddy products and/or solutions to their online goals, all while providing first-call-resolution
- Build trust, interact, and communicate effectively with various levels of the organization, while meeting department quality and production standards
- Address customers’ technical concerns by walking them through control panels for Content Management Systems, as well as cPanel, Plesk, and GoDaddy custom interfaces
- Troubleshoot and correct issues by utilizing FTP, cPanel, Plesk, and MySQL
- Demonstrate ownership for issues pertaining to customer service questions, including by researching and providing solutions for issues of moderate complexity
Your experience should include…
- Advanced knowledge of WordPress, including the use of plugins and themes and how to effectively troubleshoot common WordPress errors
- Ability to utilize SSH to navigate and access hosting environments
- Ability to access and manipulate MySQL databases
- Deep understanding of Internet Technology required, including but not limited to using Internet browsers and FTP clients
- An understanding of Content Management Services such as WordPress, Joomla, and Drupal, and the ability to navigate and edit
- Ability to research and investigate issues using multiple systems and to provide support to customers in both the Linux and Windows hosting environments
- A high school diploma, or equivalent work experience
You might also have…
- Experience owning and/or operating a small and/or midsize business (SMB)
- Ability to work in a dynamic, changing environment, while quickly learning and adapting to new processes and systems