Company OverviewDoctus Tecnologia is a dynamic and innovative company specializing in providing comprehensive web solutions and services. We pride ourselves on creating user-friendly, efficient content management systems (CMS) that empower businesses and organizations to manage their online presence effortlessly.Job SummaryThe CMS Technical Support Engineer plays a pivotal role in providing exceptional technical support, customer service, and guidance to our clients. This role is crucial for diagnosing and troubleshooting technical issues, making configuration and layout adjustments on WordPress websites, and clarifying technical queries. A high degree of autonomy, proactiveness in triaging support tickets, and the ability to prioritize issues based on urgency and communicate effectively with internal teams are essential for success in this position.Key ResponsibilitiesCustomer Service and Relationship Building: Provide exemplary customer service, building and maintaining relationships with clients.Technical Support and Guidance: Provide technical support and guidance to clients via our ticket system, FreshDesk, including the opening, monitoring, and closing of tickets.Issue Diagnosis and Troubleshooting: Analyze and diagnose issues with CMS platforms, particularly WordPress, Drupal, and Kentico, offering solutions and workarounds.Configuration and Layout Adjustments: Assist clients with configuration and layout adjustments on WordPress websites, ensuring optimal functionality and design.Clarification and Technical Guidance: Clarify doubts and provide comprehensive technical guidance to empower clients and enhance their understanding of the CMS.Collaboration and Meetings: Participate in meetings with the client and technical team to discuss issues, progress, and strategies for improvement.Availability: Availability to work according to the Pacific Standard Time zone to align with client and team schedules.Qualifications MandatoryEnglish Fluency: Essential for opening tickets and interacting with global teams, requiring excellent communication skills.CMS Knowledge and Experience: Strong knowledge and experience with CMS WordPress, including an advanced understanding of its workings.User Support Experience: Proven experience in user support, demonstrating the ability to effectively address customer needs and issues.Communication and Relationship Skills: Highly communicative with good relationship-building skills, capable of maintaining positive interactions with clients and team members.DesirableDatabase Knowledge: Basic knowledge of database management and operations.Drupal and Kentico Experience: Experience with Drupal and Kentico CMS platforms, in addition to WordPress.Familiarity with GIT: Understanding of version control systems, specifically GIT, for tracking changes in source code during software development.Google Analytics: Knowledge of Google Analytics, able to utilize it for website traffic analysis and optimization strategies.Skills and ExperienceAnalytical and Problem-Solving Skills: Strong ability to analyze technical problems and devise effective solutions.Attention to Detail: Keen attention to detail and a commitment to high-quality support and service.Proactivity: Proactive in identifying, escalating, and resolving issues before they become critical.Time Management and Prioritization: Ability to define and set priorities, managing multiple tasks efficiently under pressure.
