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Tier2 Technical Support Specialist - USA

USA, Miami · Full-time · Intermediate

About The Position

As Elementor’s Tier 2 Technical Support Specialist you will be part of our advanced technical response team. You will receive comprehensive technical training in Elementor’s technology and products and will be involved in daily triage (review, analysis, and resolution) of complex technical issues encountered and reported by our customers via tickets and emails, using cutting-edge tools.

The Tier 2 Technical Support specialist is an advanced-level technical position, with many opportunities to grow professionally and to master and practice industry-leading methodologies and tools while helping to build and innovate the web of tomorrow.

This is a full-time hybrid job - 2 days/week working from our Miami office is required.

Work Environment

What do we do?

Elementor is the leading website building platform for WordPress professionals.

Our vision is to empower web creators - developers, designers, and marketers, with the ability to create their futures one pixel at a time. We provide our users with everything they need to become successful web creators.

A new website is created every 10 seconds using Elementor! 

Since we launched in Israel in 2016, we have expanded to more than 180 countries, with more than 9M websites powered by Elementor. More than 7% of all websites around the world are built using Elementor!

How do we do it?

At Elementor, we're building the future of web creation. 

We’re all about empowering people, both our employees and our users. 

Elementor is a place where you can truly grow.

We encourage professional development and personal growth.  

Creativity, friendship, curiosity, motivation, and professionalism are the driving force behind our journey. 

Elementor's constant scaling is an important aspect we take great pride in.

Responsibilities

  • Get to know Elementor’s technology and learn about the different services we offer our customers
  • Be trained in the inner workings of our tools, and become part of our select team of technical support experts
  • Triage new customer requests and drives the best course of action for their resolution
  • Communicate with Elementor’s customers, and liaise their service requests to our professional teams
  • Proactively engage with customers and facilitate their use of our products
  • Use different communication tools to enhance the customer experience and maintain the high availability of our support functions
  • Collaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experience
  • Develop your customer service skills and grow your professional expertise

Requirements

  • Experience with WordPress, HTML, CSS, and JavaScript
  • Experience with web development and inspection tools
  • Knowledge of PHP and other coding languages - an advantage 
  • Knowledge of web applications
  • Experience with web servers and infrastructure, hosting, cloud, and SaaS - an advantage
  • Web Design/Development background - an advantage
  • Knowledge of Elementor tools - a major advantage
  • Able to analyze and solve complex technical problems
  • Able to communicate complex technical ideas in fluent, written English.
  • Able to break down a technical process and guide users through it
  • Able to work under pressure
  • Organized and methodical
  • A team player who can also operate independently in a work-from-home environment
  • Exceptional courtesy, patience, and an overall “people person”

Apply for this position