Dx Support - Wordpress Job in Travelopia

What you will be doing Be the first point of contact for our customers whenever they have any issues with their websites. Being the first point of contact, it s important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and seeing problems through to their quick and effective resolution. Provide customer support through Tickets and Slack & emails. Ensure all SOPs are followed, and proper customer concern procedures are initiated for unresolved issues to the appropriate internal teams. Help customers by going beyond the scope, investigating into their WordPress issues, and helping them tackle and fix common WordPress issues. Write Knowledge Base (KB) to further distribute knowledge within the community. Convert recurring issues into feature requests for the development team and be the customer s voice in the company to help improve the product. What we are looking for: Proven track record with WordPress. Excellent written and verbal communication skills (English). You have previous experience with helpdesk tools. Familiar with Hosting platforms like Pantheon Knowledge of Linux command line (SSH) including WP-CLI. Extensive experience with fixing WordPress. Experience with Cloudflare and sophisticated understanding of DNS. Experience in optimizing WordPress is a huge plus. Experience in PHP to write custom plugins for WordPress is a huge plus. Knowledge of Redis, CDN, WAF, and page caching will be a huge plus. Personal qualities Growth mindset. Analytical thinking. Flexible and adaptable to constantly evolving project needs based on regions/brands/projects. Ability to take ownership for failures and learn from them. Self-motivated Strong verbal, written, and e-mail communication skills Minimum education Bachelor s degree in engineering/Technology with proven experience.