Job description
Position Summary
“We are going to relentlessly chase perfection, knowing full well we will not catch it, because nothing is perfect. But we are going to chase it because, in the process, we will catch excellence.” — Vince Lombardi
If you are seeking to work hard and pursue excellence, then you might be right for our team! We’re looking for a tech-savvy and service-oriented Customer Support Specialist to provide outstanding support to our clients. This role blends technical troubleshooting with empathetic communication, guiding clients through complex website-related issues—primarily on WordPress and Drupal—while delivering an exceptional customer experience.
You’ll work cross-functionally with internal teams and directly with clients to resolve support tickets, explain technical issues in simple terms, and contribute to the continuous improvement of our support processes. If you’re a natural problem-solver with a passion for both technology and people, this role is for you.
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Essential Duties
- Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice product suite
- Close a minimum of 100 tickets per week generated via phone, email, and web form
- Troubleshoot and resolve website-related issues across both WordPress and Drupal platforms, including theme/plugin/module problems, site performance, and customizations
- Assist clients with content updates, integrations, and troubleshooting via multiple channels (virtual, phone, email)
- Clearly explain technical concepts to non-technical users in a professional and friendly manner
- Collaborate with internal development teams on complex client issues
- Multi-task to track dozens of open tickets at various stages of completion
- Assist our internal teams with technical and training support as needed
Required Skills
- 5+ years of experience as a Wordpress Developer or similar role
- 2+ years in a high-volume Customer Service or Technical Support position
- Strong technical knowledge of both WordPress and Drupal, including CMS structure, theme/module troubleshooting, and site maintenance
- Familiarity with HTML5, CSS3, and basic JavaScript
- Experience with help desk software (Zendesk preferred)
- Excellent written and verbal communication skills
- Strong interpersonal and client-relations skills
- Detail-oriented with excellent organizational and multitasking abilities
- Ability to work independently and manage multiple priorities
- Familiarity with GSuite, Microsoft Excel/Word, and web-based systems
- Ability to critically think through issues and identify root causes
- Experience with popular page builders, such as Elementor, Divi, Beaver Builder, etc.
- Familiarity with website architecture, aesthetics, and user experience principles.
- Knowledge of web accessibility standards and best practices.
Preferred Skills
- Familiarity with other CMS platforms (e.g., Joomla)
- Exposure to debugging tools (e.g., Chrome Inspector)
- Understanding of responsive design and mobile optimization
- Prior experience in digital marketing or agency support environments
You’ll help transform how small practices grow—with cutting-edge AI, measurable outcomes, and an all-in-one platform. You’ll join a team of gritty, resourceful experts who thrive in a fast-moving, client-first culture. You’ll get the coaching, career development, and tools to succeed—not just for today, but for long-term career growth.
Why Join Us?
At MyAdvice, we’re committed to building a team that reflects a variety of backgrounds, experiences, and perspectives. We know that skills can be taught, but mindset, grit, and a hunger to grow are what make the difference. If you see yourself in this role—even if you don’t meet every requirement—we strongly encourage you to apply
