Technical Support Specialist

Position Summary

We’re looking for a tech-savvy and service-oriented Customer Support Specialist to provide outstanding support to our clients. This role blends technical troubleshooting with empathetic communication, guiding clients through complex website-related issues—primarily on WordPress and Drupal—while delivering an exceptional customer experience.

You’ll work cross-functionally with internal teams and directly with clients to resolve support tickets, explain technical issues in simple terms, and contribute to the continuous improvement of our support processes. If you're a natural problem-solver with a passion for both technology and people, this role is for you.

Essential Duties

• Manage and resolve incoming support requests through our ticketing system regarding the MyAdvice product suite
• Close a minimum of 100 tickets per week generated via phone, email, and web form
• Troubleshoot and resolve website-related issues across both WordPress and Drupal platforms, including theme/plugin/module problems, site performance, and customizations
• Assist clients with content updates, integrations, and troubleshooting via multiple channels (virtual, phone, email)
• Clearly explain technical concepts to non-technical users in a professional and friendly manner
• Collaborate with internal development teams on complex client issues
• Multi-task to track dozens of open tickets at various stages of completion
• Assist our internal teams with technical and training support as needed

Required Skills

• 5+ years of experience as a Wordpress Developer or similar role
• 2+ years in a high-volume Customer Service or Technical Support position
• Strong technical knowledge of both WordPress and Drupal, including CMS structure, theme/module troubleshooting, and site maintenance
• Familiarity with HTML5, CSS3, and basic JavaScript
• Experience with help desk software (Zendesk preferred)
• Excellent written and verbal communication skills
• Strong interpersonal and client-relations skills
• Detail-oriented with excellent organizational and multitasking abilities
• Ability to work independently and manage multiple priorities
• Familiarity with GSuite, Microsoft Excel/Word, and web-based systems
• Ability to critically think through issues and identify root causes
• Experience with popular page builders, such as Elementor, Divi, Beaver Builder, etc.
• Familiarity with website architecture, aesthetics, and user experience principles.
• Knowledge of web accessibility standards and best practices.

Preferred Skills

• Familiarity with other CMS platforms (e.g., Joomla)
• Exposure to debugging tools (e.g., Chrome Inspector)
• Understanding of responsive design and mobile optimization
• Prior experience in digital marketing or agency support environments

MyAdvice
"We will chase perfection, and we will chase it relentlessly, knowing all the while we can never attain it. But along the way, we shall catch excellence.”
MyAdvice empowers business owners and professionals to increase their revenue by attracting and retaining more clients through digital marketing. The SaaS-based platform enables hands-on control and visibility into performance of online marketing activities, backed by 20+ years of best practices and expertise on how to maximize those efforts. MyAdvice’s six-stage Pyramid of Success™ provides a proven step-by-step plan for how and when to implement growth-oriented marketing tactics for greatest impact, including website design and maintenance, local directories, client reviews, social media, search engine optimization (SEO) and paid advertising. Learn more at myadvice.com.

We are committed to diversity and inclusion as we understand and value its importance to our success. Our team thrives upon our employee's unique experiences to propel creative solutions, so we aspire to continue building upon our diverse team to include groups that are traditionally underrepresented. Additionally, studies have shown that minorities are less likely to apply for a position if they don't meet every qualification. MyAdvice prioritizes a strong company culture fit and believes in providing opportunities to individuals with exceptional work ethic. Skills can be taught. With that in mind, if you believe yourself to be a good fit, we strongly encourage people of all backgrounds to apply.

MyAdvice is a performance based and data driven company that has experienced tremendous growth within the last year, so we're excited for the opportunity to introduce new talent. MyAdvice’s progressive values include transparency, teamwork, relentless effort and intellectual honesty in order to bring about the success of our clients. We encourage continuous education, career development and work/life balance while thriving in a casual and collaborative work environment. With MyAdvice you will be a valued and integral member whom we will continually invest.