Ticket Support Specialist

Responsibilities

• Fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk, completing work accurately and on schedule.
• Add, edit, and remove page content in WordPress at an administrator level.
• Upload, resize, and place images on live client websites, including alt text and accessibility best practices.
• Activate, deactivate, and configure a range of WordPress plugins as ticket requests require.
• Manage site environments in WP Engine, including restoring backups and pushing and pulling between development and production.
• Partner with cross-departmental teams to clarify requests, confirm scope, and escalate issues that require development support.
• Maintain accurate data within Teamwork Desk and complete assigned tickets by their due dates.

Requirements

• Administrator-level WordPress proficiency, with confidence adding, editing, and removing page content.
• Experience uploading and placing images on live websites.
• Working knowledge of HTML.
• Basic Photoshop skills, particularly image resizing within file size constraints.
• Familiarity with image alt text and accessibility best practices.
• Able to follow established internal file naming conventions.
• Clear understanding of relative versus absolute URLs.
• Comfortable activating, deactivating, and configuring a range of WordPress plugins.
• Proven experience managing a high volume of support tickets.
• Experience with WP Engine, including restoring backups and pushing and pulling between development and production environments.
• A collaborative communicator who asks questions rather than guessing at intent.

Bonus Points

• Prior experience with Teamwork Desk or a comparable ticketing platform.
• Familiarity with dental services and terminology.
• Previous experience in a marketing agency environment.
• Basic video editing skills.
• Graphic design skills, including Figma.
• Hands-on development experience.

Key Performance Indicators (KPIs)

• Tickets resolved on time and error-free.
• Ticket volume handled and queue turnaround time.
• Data integrity maintained within internal systems (Teamwork Desk, Teamwork Projects).
• Adherence to internal file naming, URL, and accessibility standards.

Pay

$50,000 - $55,000

Schedule

Full-time, remote position available to candidates located anywhere in the U.S. Standard hours are 8:00 a.m. to 5:00 p.m. in the applicant's time zone.