At Uncanny Owl, we help small businesses build world-class elearning and automation solutions for WordPress. Over 25,000 websites use our products to deliver great elearning and no-code automations.

As a Senior Technical Support Specialist, you'll be responsible for coordinating and resolving support requests from customers of our 8 WordPress elearning and automation plugins. You will work with our support and development teams to ensure the successful and timely resolution of requests that can often be quite complex.

To be considered for this position, you must have significant expertise with WordPress and supporting WordPress plugins. 

Requirements

To be successful in this role, you will have:

• 3 years of experience or more working with WordPress and WordPress plugins
• A proven history of tracing plugin conflicts and issues
• A strong command of WordPress best practices and plugins
• Strong comprehension of HTML and CSS
• Exceptional written and verbal communication skills in English
• A history of working on WordPress projects with WordPress developers
• A typing speed of over 50 WPM
• Strong leadership capabilities with the ability to take charge as needed

Bonus points if you have experience with any of our plugins, LearnDash or integration tools (e.g. Zapier, Integromat, IFTTT, etc.).

Typical Responsibilities

• Triage incoming support tickets throughout the day and assign them to appropriate team members
• Troubleshoot straightforward tickets that don't require developer support
• Coach and onboard team members, including other support staff and developers
• Test issues and fixes locally, both for support tickets and product releases
• Help the support team and developers managing fluctuating workloads
• Communicate with the team using online chat, video and audio channels

This job is a full time (35 hour weekly) position. While hours are somewhat flexible, most should be worked when the rest of our team is online (between 9 AM and 4 PM Eastern Time).

Our team is based in Toronto but everyone works remotely. Candidates in Canada are preferred, but we are happy to consider people in other locations with the right skill set.