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Description: |
Expected duration: Ongoing
I am looking for another support person in our very small team.
We build all sites on Elementor Pro, so good experience is essential.
You'll deal with clients directly via our helpdesk system to handle general questions, content updates and new feature requests.
Their maybe occasional support to the principle web designer/project manager assisting with builds, client handling, client training on wordpress and occasional contact with new leads/enquiries.
Around 10 to 20 hours per month on average on helpdesk.
More if required to assist on projects.
Applicants need to be on UK hours and have ** valid UK professional indemnity insurance. **
(This is a requirement of our own insurance company)
## WHO IS THIS ROLE SUITED TOO?
-Very confident and knowledgeable around WordPress and Elementor
-Someone that can work alone and with a small team
-Work remotely
-At a desk/online for the vast majority of the day
-Has other clients to supplement income
-Has a stable freelance job / or small business owner with plenty of capacity for more work
-Possibly already running their own small web design business
-Wants a longer term role (3 to 5 years)
## ESSENTIAL SKILLS
***Soft skills***
-Customer service
-Great attention to detail
-Proactive attitude
-Ability to use initiative
-Timely response internally and to clients
-Logical troubleshooting
-Great written and verbal English
***Technical skills***
-Excellent knowledge of WordPress/Popular Theme/Popular Plugins
-Excellent knowledge of Elementor Pro, Avada and other web builder tools
-Good working knowledge of WooCommerce
-Photoshop or similar
-Ability to troubleshoot errors via logs and browser tools
-Good understanding of technical SEO and plugins (Yoast)
-Good understanding of domains, email and hosting
-General knowledge of Google products and tools (recaptcha, console, GA4 etc)
## SCOPE OF WORK
-Provide general ticket support through our helpdesk
-Occasional phone calls with clients to discuss ticket
-Content updates and feature updates to sites
-Basic pricing/quotes on support requests using our formula
-Provide online training to clients using WordPress, Elementor and WooCommerce
-Troubleshooting of client site issues
**Support to principal designer and project manager**
-Experience of building sites with Elementor Pro
-Experience of client and project management
-Experience of enquiry / introduction calls
-Experience of creating proposals.
## AVAILABILITY
Monday to Friday - 9am to 5pm
## RESPONSE TIMES
We currently reply in a matter of minutes currently to new tickets.
Aim for a response within 1 hour
Agree to respond within 3 hours |
