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Customer Support Queue Manager

As a Support Queue Manager, you will manage and process hundreds of support tickets every day for Blue Corona’s clients and internal teams.  We primarily receive tickets for WordPress site updates, analytics/tracking script injections, website launches, hosting migrations, and DNS management.  You will have additional responsibilities for assisting our clients and processing tickets of your own.

Responsibilities

  • Own the quality and output of all tickets that come in and out of the support system
  • Assign tickets to internal and external development resources
  • Setup and maintain support performance reports and provide regular updates to your manager
  • Maintain existing standards and establish new processes as needed for support tickets
  • Launch new website projects by pushing development environments to production
  • Updating DNS records and troubleshooting
  • Migrating WordPress websites from 3rd party hosting to Blue Corona’s hosting servers on WP Engine
  • Maintain process documentation and train other departments as needed
  • Assist in webform email delivery and associated services
  • Manage website security scans, malware cleanup, and WordPress maintenance
  • Create new development environments for new WordPress sites and deploy them to development servers

Required Qualifications

  • Bachelor’s Degree in computer science, information systems, or related field
  • Excellent communication skills – both written and verbal
  • Excellent organization skills and attention to detail
  • 3+ years of experience working in website development
  • Advanced understanding of website hosting environments, DNS, cPanel, FTP
  • Advanced understanding of WordPress and MySQL databases
  • Basic understanding of SEO/Online Marketing
  • Ability to work remotely in an uninterrupted environment
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