Job Description
Our client is a leading WordPress page builder plugin. They are looking for Technical Support Team Leaders. These are full-time, home office based positions providing technical support via chat or email in English.
You will be the direct manager for a team of mixed-skills support agents. As a team leader, you will be responsible to manage and mentor your team, in order to deliver exceptional support to customers, through tickets, email, and chat in English.
You will be expected to lead by example, organize work, build reports, handle escalations, and help with the training of new team members.
You will collaborate with your regional peers, and shift managers, to ensure a continuous customer support service, and will take part in the definition and implementation of new work procedures and tools.
Requirements
At least 3 years in a Technical Support role, and 2 years as a team leader
Experience with WordPress
Knowledge of HTML and CSS
Troubleshooting and technical issue analysis
Experience with web servers and web infrastructure
Knowledge of cloud services and hosting
Familiarity with networking and system
Familiarity with web debug and development tools
A leader, mentor and people manager
A problem solver
Ability to fluently communicate complex technical ideas in English, in writing
Ability to break down and guide through a technical process
Ability to work under pressure
Transparency, accountability and ability to work independently
Nice to have:
Knowledge JavaScript, PHP, and other coding languages
Knowledge of web applications
WordPress plugin development
Background working in a B2C company