Customer Support Specialist

Manage support tickets - help customers solve their issues;
Ask customers targeted questions to quickly understand the root of the - problem;
Maintain the daily performance of WordPress Themes and plugins;
Maintain the daily performance of Shopify Apps;
Provide fast and quality support for our themes and plugins;
Manage ThemeForest Comments section - leave short replies to the - comments on our products;
Submit, test tasks for fixes (from clients, or Theme bugs);
Test the custom projects based on our themes on different platforms;
Track computer system issues through resolution, within agreed time limits;
Update our products on ThemeForest (TrueThemes and FoxThemes) once a week;
Upload the fixed themes/plugins to WP-updates;
Install, modify, and repair WordPress themes;
Cooperate with developers and other units (Project Managers, QA, - Frontend, Backend, Design, Support, etc);
Upsell web design and development services, SEO services, web speed performance.

Deep understanding of the development processes and software lifecycle;
Knowledge of theory and principles of testing;
Knowledge of UI usability principles;
Knowledge of HTML/CSS;
Knowledge of WordPress (Install theme as a demo, creation of custom posts, etc.);
Knowledge of Shopify;
Familiarity with WooCommerce and WP Bakery plugin, Elementor, - Gutenberg;
Experience in installing and setting up the themes and plugins;
Attentiveness to details;
Analytical mind and problem-solving aptitude;
Strong organizational skills;
Ability to understand client needs and handle the negotiation process.