D

WordPress Product Support Specialist

DocMe360

Provide technical support for WordPress users at DocMe360, troubleshooting themes, plugins, and functionality for Department of Veterans Affairs projects.

DocMe360 is seeking a proactive and detail-oriented WordPress Product Support Specialist to join our WordPress team for the Department of Veterans Affairs (VA). In this role, you will be responsible for providing technical support to our WordPress users, ensuring they have a smooth and positive experience with our products.

You will assist in troubleshooting issues, answering queries, and documenting solutions to enhance the support experience. This position offers the opportunity to work with government clients while contributing to products that serve veterans and their families.

Key Responsibilities:

  • Provide exceptional technical support to WordPress users via email, chat, and ticketing systems
  • Troubleshoot and resolve customer issues related to WordPress themes, plugins, and functionality
  • Document solutions and create knowledge base articles to expedite future support requests
  • Collaborate with the development team to provide feedback on product improvements based on user experience
  • Stay updated on the latest WordPress developments and enhancements to provide effective support
  • Monitor and manage support tickets to ensure timely resolutions
  • Assist in training new support team members and contribute to overall team performance

Experience Requirements

Proven experience working with WordPress, including theme and plugin management