WordPress Advanced Support Guide

•    Take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity
•    Provide technical feedback on processes and procedures to reduce customer concerns
•    Interact with, and communicate effectively across, departments within various levels of the organization to properly handle customer issues
•    Work in multiple systems, including but not limited to Chat, CRM, JSD, and Live Engage
•    Consult with customers about their business needs by matching GoDaddy products and/or solutions to their online goals, all while providing first-call resolution
•    Build trust, interact, and communicate effectively with various levels of the organization, while meeting department quality and production standards
•    Address your customer’s technical concern by walking them through control panels for Content Management Systems, as well as cPanel, Plesk, and GoDaddy custom interfaces
•    Troubleshoot and correct issues by utilizing FTP, cPanel, Plesk, and MySQL

• Advanced knowledge of WordPress, including the use of plugins, themes, and how to effectively troubleshoot common WordPress errors
• Ability to utilize SSH to navigate and access hosting environments
• Ability to access and manipulate MySQL databases
• An understanding of Content Management Services such as WordPress, Joomla, and Drupal, and the ability to navigate and edit
• Ability to research and investigate issues using multiple systems and to provide support to customers in both the Linux and Windows hosting environments
• A high school diploma, or equivalent work experience

• Sales experience
• Experience owning and/or operating a small and/or midsize business (SMB)
• Ability to work in a dynamic, changing environment, while quickly learning and adapting to new processes and systems