Tier 2 Technical Support Specialist

Elementor is the leading website creation platform for professionals using WordPress. Our users are web creators - designers, business owners/entrepreneurs, developers, and marketers, who create multiple websites on a yearly basis. Since launching in Israel in 2016, our reach now extends to more than 180 countries, with users building over 8M websites using Elementor. Elementor based websites now comprise 6% of all websites in the world wide web (yes, 6%!!!). About the role:As Elementor’s Tier 2 Technical Support Agent 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 agent 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. Responsibilities:Get to know Elementor’s technology and learn about the different services we offer our customersBe trained in the inner workings of our tools, and become part of our select team of technical support expertsTriage new customer requests and drives the best course of action for their resolutionCommunicate with Elementor’s customers, and liaise their service requests to our professional teamsProactively engage with customers and facilitate their use of our productsUse different communication tools to enhance the customer experience and maintain the high availability of our support functionsCollaborate with other team members and departments to generate greater knowledge and contribute to an enhanced customer experienceDevelop your customer service skills and grow your professional expertiseRequirements:Experience with WordPress, HTML, CSS, and JavaScriptExperience with web development and inspection toolsKnowledge of PHP and other coding languages - an advantageKnowledge of web applicationsExperience with web servers and infrastructure, hosting, cloud, and SaaS - an advantageWeb Design/Development background - an advantageKnowledge of Elementor tools - a major advantageAble to analyze and solve complex technical problemsAble to communicate complex technical ideas in fluent, written English.Able to break down a technical process and guide users through itAble to work under pressureOrganized and methodicalA team player who can also operate independently in a work-from-home environmentExceptional courtesy, patience, and an overall “people person”