Location
Egypt; Argentina; Ethiopia; Nigeria; South Africa
Employment Type
Contract
Location Type
Remote
Department
Scale Army Careers
Benefits:
- $1,500 – $1,860 per month
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.
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Location
Fully remote | 9 AM – 5 PM CST
Job 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.
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).
Method Of Application
Qualified and interested applicant should click the APPLY HERE LINK below to start filling out the application form and submit it before the deadline.
APPLY HERE
Deadline: Not Disclosed
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