WordPress Customer Service Representative

This role is open to candidates based in LATAM, Africa, and Eastern Europe. Please note that as this role supports U.S.-based clients, candidates must be available to work during U.S. business hours aligned with the client’s time zone.

Our client is seeking a dedicated Customer Service Representative to serve as the first-touch support specialist for their clients’ WordPress and technical needs. The team is focused on delivering empathetic, efficient service while ensuring technical issues are properly diagnosed and escalated when necessary. This role is an opportunity to grow within a supportive environment that values development, technical curiosity, and client success.

Location

Fully remote | 9 AM – 5 PM CST

Role Overview

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

FIRST-TOUCH SUPPORT

• 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.

Qualifications

EXPERIENCE

• Level 1 IT or Service Desk support experience, or equivalent customer service background.

• Previous helpdesk or customer support experience preferred.

• Experience with WordPress website management preferred.

• Exposure to ticketing systems or project management tools preferred.

SKILLS

• Basic understanding of WordPress navigation and functionality, or strong ability to learn quickly.

• Familiarity with Google platform tools (e.g., Google Search Console).

• Strong written communication skills in English (written communication prioritized).

• Problem-solving mindset with interest in developing Level 2 technical capabilities.

• High empathy and patience when supporting clients with different technical skill levels.

• Ability to work independently and manage multiple tickets simultaneously.

• Proactive attitude, technical curiosity, and willingness to learn and grow.

• Full-time availability (40 hours per week).

Opportunity

This role offers the chance to strengthen technical support expertise while working in a flexible, fully remote environment. As a key first-touch support specialist, you will play a direct role in client satisfaction and service quality. The position provides hands-on experience with WordPress environments, ticketing systems, and escalation processes, within a supportive team that actively invests in your professional growth and development.

APPLICATION PROCESS:

TO BE CONSIDERED FOR THIS ROLE THESE STEPS NEED TO BE FOLLOWED:

• Fill in the application form

• Record a video showcasing your skill sets