Monitor, assess and complete support requests coming in via phone and email for small web design/development company. We need someone who has critical thinking skills and can find solutions and work arounds when easy solutions are not possible. Direct phone/email contact with the client will be courteous, patient, friendly and efficient. Support items range from easy password resets to complex troubleshooting of WordPress plugin conflicts.
Candidate must be available during the hours of 8am-5pm Eastern US Time on an on-call basis (this is not negotiable). Candidate will be primary person to answer support phone calls and monitor support email box. Current volume of calls is less than 5 per week and 3-5 emails per week that require action. Calls and emails need to be responded to within 1 hour. Emergencies (email or website down) needs to be addressed within minutes and non-emergencies completed within 2 business days.
Monitoring of security warnings (mostly false positives) via email daily.
Sometimes complex email troubleshooting of POP3 and IMAP client accounts
Paid as a 1099 Contractor. You will need to submit a detailed invoice outlining time spent on each client. We prefer invoices to be sent via email on a weekly basis and we will pay via check, paypal or western union within 7 days of receiving the invoice.
Able to speak English flawlessly and communicate in a friendly professional way to both novice and expert users.
A minimum of 3 years experience in WordPress, PHP, CSS and HTML from a development perspective. (Must be able to troubleshoot at the code level)
A minimum of 2 years experience in email setup and troubleshooting on a wide variety of platforms including mobile, Linux hosting, DNS management, cPanel, FTP and SSL configuration.
Ideal candidate should already be self-employed and managing several similar clients.
HOW TO APPLY:
If you are interested in this position, please reply back with your resume, hourly rate and answers to the 2 questions below. Resumes without this information will not be considered.
Two ‘test’ questions:
1. Client calls and gets a 'page not found' error when trying to login to wp-admin. What steps do you take to resolve this issue?
2. A client emails support stating: “ I am having issues with my email, is there something going on with the server? “. What steps would you take to help this client.
Job Types: Part-time, Contract
Pay: $20.00 - $35.00 per hour
- FreeLance: 2 years (Preferred)
- Technical support: 3 years (Required)
- WordPress: 4 years (Required)
- PHP: 2 years (Required)
Work Location: Remote