Ticket Support Specialist
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Job Description
Ticket Support Specialist fulfilling WordPress website requests for Firegang Dental Marketing’s dental clients. Managing images, plugins, WP Engine environments, and high-volume support tickets remotely.
Responsibilities:
- Fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk, completing work accurately and on schedule
- Add, edit, and remove page content in WordPress at an administrator level
- Upload, resize, and place images on live client websites, including alt text and accessibility best practices
- Activate, deactivate, and configure WordPress plugins as ticket requests require
- Manage site environments in WP Engine, including restoring backups and pushing and pulling between development and production
- Partner with cross-departmental teams to clarify requests, confirm scope, and escalate issues requiring development support
- Follow internal file naming conventions and URL standards on every request
- Learn and apply Firegang's proprietary WordPress framework and in-house plugin suite
- Maintain accurate data within Teamwork Desk and complete assigned tickets by their due dates
- Meet KPIs for on-time, error-free ticket resolution, ticket volume, queue turnaround time, data integrity, and adherence to naming, URL, and accessibility standards
Requirements:
- Administrator-level WordPress proficiency, with confidence adding, editing, and removing page content
- Experience uploading and placing images on live websites
- Working knowledge of HTML
- Basic Photoshop skills, particularly image resizing within file size constraints
- Familiarity with image alt text and accessibility best practices
- Ability to follow established internal file naming conventions
- Clear understanding of relative versus absolute URLs
- Comfortable activating, deactivating, and configuring a range of WordPress plugins
- Proven experience managing a high volume of support tickets
- Experience with WP Engine, including restoring backups and pushing and pulling between development and production environments
- Collaborative communicator who asks questions rather than guessing
- Standard working hours of 8:00 a.m. to 5:00 p.m. in the applicant's time zone
- Candidates must be located in the U.S.
Benefits:
- PPO Health Benefits (medical/dental)
- 401K Option with matching
- Generous PTO and Holiday Schedule
- 100% Remote Work
- Life, AD&D, Short- and Long-Term Disability Insurance
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