Technical Help Desk Specialist

Company Overview: We are a cutting-edge website development company dedicated to creating high-performance WordPress websites for cannabis dispensaries, helping them streamline their online ordering processes. Our innovative solutions are tailored to meet the unique needs of the cannabis industry, and we are committed to providing our clients with exceptional service and support.

Technical Help Desk Specialist Job Brief: As a Technical Help Desk Specialist, you will be the first line of defense in addressing technical issues faced by our clients. Your role involves troubleshooting, resolving, and documenting issues related to WordPress websites, online ordering systems, and associated technologies. Your technical expertise, design-thinking and problem-solving skills will be crucial in ensuring the smooth operation of our clients’ websites and maintaining high levels of customer satisfaction.

Responsibilities:

• Technical Support: Working with the Customer Support Specialist to provide prompt and effective technical assistance to clients via phone, email, and chat, addressing issues related to WordPress websites, our client-facing middleware, plugins, and online ordering systems.
• Troubleshooting: Diagnose and resolve technical problems, including website performance issues, website display issues, and hosting/server-related concerns.
• Issue Escalation: Collaborate with developers and other technical teams to escalate and resolve complex issues that require deeper technical expertise.
• System Monitoring: Regularly monitor client websites to identify and resolve potential issues before they impact site performance or availability.
• Documentation: Maintain detailed records of all support interactions, issues, and resolutions in our customer support software.
• Client Education: Provide guidance and training to clients on how to effectively use their WordPress websites, our middleware and manage their online ordering systems.
• Feedback & Improvement: Gather client feedback and collaborate with internal teams to continuously improve our products, services, and support processes.
• Stay Updated: Keep abreast of the latest developments and best practices in WordPress, web technologies, and the cannabis industry to provide informed support.

What you’ll bring to the team:

• Experience: 2+ years of experience in a technical support or helpdesk role, preferably within the web development or tech industry.
• Technical Skills: Proficient in WordPress, including themes, plugins, HTML/CSS/JS customizations and API connections. Knowledge of web hosting, DNS, SSL, and server environments.
• Problem-Solving: Strong analytical skills with the ability to troubleshoot and resolve a wide range of technical issues.
• Communication: Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical client and team members.
• Customer Service: A customer-first mindset with a commitment to providing exceptional service.
• Industry Knowledge: Familiarity with the cannabis industry and its regulatory environment is highly desirable.
• Team Collaboration: Ability to work effectively with cross-functional teams in a remote or on-site setting and directly with the Customer Service team.

Location: Remote
 

This is a remote position based in the United States. Preference will be given to those candidates that reside in one of the following states: MA, SC, MI, WI, MN, TX, SD, ID.