Web Support Officer

Location:	Cape Town
Type:	Permanent
Company:	3by2

Do you really know WordPress? Do you dabble in CSS and HTML? 3BY2 is an Australian managed marketing provider searching for a motivated technician who is looking to advance their career in the world of web development. 

It’s a nerdy role because we’re a pretty nerdy company. You’ll be in WordPress Elementor, and Google Analytics on the daily. Building websites from our web design team within an Elementor template and troubleshooting in CSS and HTML. We want you to grow with our team and will provide training but you’ll need to be able to demonstrate you can build a WordPress website in your first interview with us. 

Your primary role will be monitoring our support queue and receiving inbound support calls and emails from our clients. You’ll be our first level of support, and you’ll be measured on the speed, accuracy, and service you provide to resolve our clients' issues. So you need to be a nerd with personality and a passion for excellent customer service.  Over time we want you to develop your full-stack skills and be curious enough to learn new languages and skills as technology evolves. We’ll support you in developing your knowledge of JavaScript and PHP to grow into a fully-fledged developer. A knowledge of Cpanel and DNS management would be highly advantageous to be successful in this role. 

If you're a doer who thirsts for learning and thrives in a fast-paced environment, we need you to apply. If you find purpose in getting sh*t done, collaborating with a team that inspires you to be better and having the autonomy not to have to follow processes like a monkey…we value your intelligence, and we want you!

Why are we different? In a nutshell, we don't settle for okay. We strive to be the best. We love being challenged with new ideas, and we don't beat around the bush if we have feedback. If you're looking for comfort…this role isn't for you. If you want to learn, grow, and earn respect by getting your head down and getting into it, you'll love us.

Your role will be based in our Rondebosch office in Cape Town; after successfully completing probation, we will consider a hybrid role: three days in the office and two days from home. 

Key responsibilities:

Design and development

• Create and customise WordPress themes and plugins. Ideally, in the Elementor theme.
• Develop responsive and user-friendly web pages. Use CSS and HTML to get excellent outcomes.
• Optimise website performance for speed and scalability.

Content management

• Manage and update website content using WordPress CMS.
• Ensure content is visually appealing and formatted correctly.
• Implement SEO best practices to improve website visibility.

Technical support

• Monitor and manage the technical support desk.
• Handle inbound support calls and emails.
• Troubleshoot and resolve technical issues in a timely manner.
• Provide clear and effective communication with users regarding technical problems and solutions.

Maintenance and updates

• Perform regular updates to WordPress core, themes, and plugins.
• Ensure website security by implementing and maintaining security measures.
• Conduct regular reviews to ensure backups are being taken correctly and that all servers are performing optimally (hosted server environment)

Collaboration and communication

• Work closely with designers, developers, and project managers to deliver projects.
• Provide technical guidance and support to team members.
• Participate in team meetings and contribute to project planning and development.

User experience and accessibility

• Ensure websites are accessible and compliant with web standards.
• Optimise websites for different devices and browsers.

Requirements:

• Minimum two years of experience in WordPress websites
• Experience with Elementor themes and plugins would be a massive plus.
• Demonstrated understanding of CSS and HTML.
• JavaScript knowledge is a significant advantage.
• Knowledge of DNS management and troubleshooting.
• A track record of customer service, ideally in a technical support role.
• A sharp analytical mind that thrives on finding solutions and troubleshooting problems.
• High attention to detail with pride in getting excellent outcomes.

Skills

• WordPress expertise (themes and plugins)
• Elementor theme familiarity (a plus)
• Proficiency in HTML5 and CSS3
• JavaScript knowledge (advantageous)
• SEO best practices implementation
• Technical support and troubleshooting
• Website performance optimisation
• Content management using WordPress CMS
• Website security measures implementation
• Collaboration with designers, developers, and project managers
• User experience (UX) optimization
• Accessibility standards compliance
• DNS management and troubleshooting knowledge
• Strong analytical and problem-solving skills
• Attention to detail

If you have more advanced coding experience in PHP or other languages, this will be a massive advantage. We want you to grow with 3BY2. Our previous web support officer from Cape Town is now a MarTech specialist for 3BY2 after five years with us; she is now living in Perth on a pathway to permanent residency (sponsored by the company). We invest in our people if you invest in your skills and grow your capability. 

Oh, and when you apply, we need to see a cover letter. Don’t worry about grammar or spelling, what we want to know is how nerdy you are, why you love web development and the experience you have. Great cover letters get interviews.

Posted on 28 Jun 08:32, Closing date 27 Aug