Support Manager – WordPress Specialist

GLIDE Support Managers provide friendly technical service to our beloved long term clients.

Primary responsibilities include but are not limited to:

  • Monitor and manage the support queue, within Freshdesk.
  • Complete basic (Tier 1) tickets, no problem.
  • Provide clients with expert support on WordPress and various hosts.
  • Manage capacity with the seniors support developers.
  • Manage development on client websites and enhancements.
  • Advise clients and project managers on features, define project scopes, and schedule and plan projects.
  • Set budgets (time) with project managers and lead developers on certain website proposals.
  • Demonstrate HTML / CSS / PHP / MySQL proficiency.
  • Educate team and clients on use of Gutenburg, ACF and other WordPress development tools.
  • Maintain familiarity with current web strategies (SEO, usability, email marketing, analytics, social media, etc.).
  • Manage client deliverables with minimal supervision.
  • Communicate precisely and frequently with clients and team leaders/directors.

Collaboration Tools: Google Apps, Slack, Done Done, Asana, Zoom