Ticket Support Specialist

A successful Ticket Support Specialist at Firegang partners with cross-departmental teams to fulfill website ticket requests for a diverse portfolio of dental clients through Teamwork Desk. This role sits at the intersection of technical execution and client service, ensuring requests are completed accurately, efficiently, and on schedule. The ideal candidate brings administrator-level WordPress experience, takes initiative without waiting to be asked, and is eager to learn our proprietary WordPress framework and in-house plugin suite.

This is a 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.

Responsibilities of a Ticket Support Specialist:

• 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.
• Follow established internal file naming conventions and URL standards on every request.
• Learn and apply Firegang's proprietary WordPress framework and in-house plugin suite.
• 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.
• Ability 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.

Bonus Points For:

• 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.

Soft Skills:

• Initiative: Takes ownership of the queue and moves work forward without waiting to be asked.
• Communication: Asks good questions and confirms scope rather than guessing at intent.
• Attention to Detail: Committed to producing high-quality, error-free work on live client websites.
• Willingness to Learn: Eager to pick up proprietary tools, frameworks, and plugins.
• Independence: Works effectively on their own in a remote, high-volume environment.
• Teamwork: Collaborates well across departments to keep client requests moving.

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.

Benefits:

• $50,000-$55,000
• PPO Health Benefits (medical/dental)
• 401K Option with matching
• Generous PTO and Holiday Schedule
• 100% Remote Work
• Life, AD&D, Short- and Long-Term Disability Insurance

Equal Employment Opportunity

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.