WordPress Helpdesk Customer Service Representative at Scale%20army%20careers

Scale%20army%20careers

Egypt·3h ago

Mid LevelContract

Salary Range

$51,000 - $69,000 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a dedicated Customer Service Representative to serve as the first-touch support specialist for WordPress and technical needs. This role focuses on delivering empathetic, efficient service while ensuring technical issues are properly diagnosed and escalated when necessary.

Key Responsibilities

→Respond to customer support tickets within 24 hours via the FreeScout ticketing system.
→Serve as the initial point of contact for WordPress and technical support inquiries.
→Navigate WordPress back-end environments to diagnose basic issues and provide Level 1 support solutions.
→Identify and troubleshoot problems related to WordPress and Google platform tools.
→Recognize when issues exceed Level 1 scope and escalate appropriately to technical specialists.
→Maintain professional, empathetic communication with clients of varying technical proficiency levels.
→Manage multiple tickets simultaneously while ensuring timely and accurate updates.

Requirements

✓Level 1 IT or Service Desk support experience, or equivalent customer service background.
✓Previous helpdesk or customer support experience preferred.
✓Basic understanding of WordPress navigation and functionality, or strong ability to learn quickly.
✓Familiarity with Google platform tools (e.g., Google Search Console).
✓Strong written communication skills in English.
✓Problem-solving mindset with interest in developing Level 2 technical capabilities.
✓High empathy and patience when supporting clients with different technical skill levels.
✓Ability to work independently and manage multiple tickets simultaneously.
✓Proactive attitude, technical curiosity, and willingness to learn and grow.
✓Full-time availability (40 hours per week).