The WordPress Helpdesk Customer Service Representative will serve as the primary point of contact for client WordPress and technical support inquiries, providing Level 1 troubleshooting and escalating more complex issues to technical specialists.

• Job Location: Remote
• Employment Type: Contract
• Salary: $1,500 – $1,860 per month

Scale Army Careers is a talent solutions provider connecting skilled professionals with growing companies. Their client is seeking a dedicated Customer Service Representative to serve as the first-touch support specialist for their clients' WordPress and technical needs. The team is focused on delivering empathetic, efficient service while ensuring technical issues are properly diagnosed and escalated when necessary.

• Respond to customer support tickets within 24 hours via the FreeScout ticketing system.
• Serve as the initial point of contact for WordPress and technical support inquiries.
• Navigate WordPress back-end environments to diagnose basic issues and provide Level 1 support solutions.
• Identify and troubleshoot problems related to WordPress and Google platform tools (e.g., Google Search Console).
• Apply structured problem-solving to assess issue scope and impact.
• Recognize when issues exceed Level 1 scope and escalate appropriately to technical specialists via ActiveCollab.
• Collaborate with management to ensure issues are properly resolved before closing tickets.
• Provide follow-up on escalated tickets to ensure client satisfaction.
• Maintain professional, empathetic communication with clients of varying technical proficiency levels.
• Manage multiple tickets simultaneously while ensuring timely and accurate updates.

• Level 1 IT or Service Desk support experience, or equivalent customer service background.
• Previous helpdesk or customer support experience preferred.
• Experience with WordPress website management preferred.
• Exposure to ticketing systems or project management tools preferred.
• Basic understanding of WordPress navigation and functionality, or strong ability to learn quickly.
• Familiarity with Google platform tools (e.g., Google Search Console).
• Strong written communication skills in English.
• Problem-solving mindset with interest in developing Level 2 technical capabilities.
• High empathy and patience when supporting clients with different technical skill levels.
• Ability to work independently and manage multiple tickets simultaneously.
• Proactive attitude, technical curiosity, and willingness to learn and grow.
• Full-time availability (40 hours per week).
• Must be available to work during U.S. business hours (9 AM – 5 PM CST).

How to Apply
Interested candidates should Apply here.

Why This Job Might Be a Good Fit
This role is ideal for a customer service professional with technical curiosity and WordPress familiarity. It offers a fully remote position with competitive compensation and the opportunity to strengthen technical support expertise while working with a supportive team.

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