Job Title

About usElicus is a leading provider of innovative WordPress solutions through its brands, DiviExtended and WPMozo. We specialize in delivering high-quality themes, plugins, and services to empower businesses and individuals to create stunning, functional websites. Join our dynamic team to help our customers succeed in their online ventures.We are seeking a skilled and customer-focused WordPress Support Specialist to join our team. The ideal candidate will provide exceptional technical support to clients using DiviExtended and WPMozo products, troubleshooting issues, guiding users through solutions, and ensuring a seamless experience. This role requires strong knowledge of WordPress, excellent communication skills, and a passion for helping customers achieve their website goals.ResponsibilitiesCustomer Support: Respond to customer inquiries via email, live chat, and support tickets in a timely and professional manner.Technical Troubleshooting: Diagnose and resolve issues related to WordPress themes, plugins, and configurations, including DiviExtended and WPMozo products.Product Guidance: Assist customers in understanding product features, setup processes, and best practices for using our themes and plugins.Documentation: Create and update knowledge base articles, FAQs, and tutorials to empower customers with self-help resources.Collaboration: Work closely with developers and product teams to escalate complex issues and provide feedback for product improvements.Customer Success: Proactively follow up with customers to ensure issues are resolved and they are satisfied with the support provided.Stay Updated: Keep abreast of WordPress updates, industry trends, and new features in DiviExtended and WPMozo products.Required Skills and QualificationsExperience: Minimum of 2 years of experience in WordPress support, development, or a related role.Technical Knowledge:Proficiency in WordPress, including themes, plugins, and core functionalities.Familiarity with the Divi theme and page builder (preferred).Basic knowledge of HTML, CSS, PHP, and JavaScript for troubleshooting.Customer Service: Strong interpersonal skills with a customer-first mindset and ability to explain technical concepts to non-technical users.Problem-Solving: Excellent analytical skills to diagnose and resolve complex technical issues efficiently.Communication: Outstanding written and verbal communication skills in English.Time Management: Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.Tools: Experience with support platforms like Zendesk, Freshdesk, or similar, and familiarity with project management tools like Basecamp, Trello or Asana.Preferred QualificationsExperience with WordPress product support.Knowledge of SEO, website performance optimization, or accessibility standards.Why Join Us?Growth Opportunities: Be part of a growing company with opportunities to expand your skills and career.Impactful Work: Help thousands of customers worldwide build better websites with our products.Collaborative Culture: Work with a supportive, passionate team dedicated to innovation and excellence.