We are seeking a WordPress Technical Support Agent to respond to support requests via email, chat, and WordPress.org forums — solving technical issues and guiding users through setting up and using plugins to accomplish their goals.

Schedule: at least 4 hours overlap with US regular working hours (9 AM - 6 PM ET), Monday to Friday (weekends optional). Regular US hours will be required during the first few weeks of onboarding.

Key Responsibilities
Respond to support requests via email, chat, and WordPress.org forums to solve technical issues and guide users
Meet team standards related to work volume, SLAs, and quality
Take ownership of work, work independently, and use available resources to get through roadblocks
Report feedback received during support interactions, including feature requests, bugs, and user pain points
Contribute to the growth of the support team by assisting teammates and creating internal documentation
Contribute regularly to improving public documentation by identifying, logging, and completing knowledgebase updates
Strive for continuous improvement in both technical and customer service skills
Requirements




A deep technical understanding of WordPress architecture
Basic familiarity with PHP, JS, HTML, and CSS (intermediate level preferred)
Understanding of general web concepts and best practices (SEO, security, caching, HTTPS, APIs)
Using browser console and other debugging tools to troubleshoot issues
Setting up local staging sites
Preferred Qualifications
Excellent communication skills in English
Ability to efficiently solve problems that don't have pre-documented answers
Explicit communication of technical concepts to non-technical users, and of user issues to engineers with the technical detail they need
Outstanding customer service skills and solid attention to detail
Self-motivated with the ability to take a goal and run with it with minimal supervision
Creative in solving complex problems
Bonus: hooks to customize themes and plugins, API integration troubleshooting, technical documentation writing, WooCommerce, experience with Elementor, Divi, and Yoast, theme/plugin conflict troubleshooting, WP-CLI

📌 Wordpress Technical Support Agent Kerala
🏢 Vipoint Solutions
📍 Kerala