Technical Support Executive

Job Overview

This role is suited to a hands-on and customer-oriented technical support professional who will help users of a CMS used for building websites. The position focuses on resolving issues quickly, offering clear guidance, and creating a smooth support experience for customers.

Key Responsibilities

• Respond to user queries about the CMS platform through email and provide practical technical help.
• Investigate problems, identify the cause, and walk users through the fixes step by step.
• Route complicated cases to the appropriate internal team when the issue needs further attention.
• Support users with website setup, configuration, customization, and integration of features.
• Work closely with Development and Product Management teams to address customer concerns.
• Track issues through to resolution and keep follow-ups timely to maintain strong customer satisfaction.
• Take full ownership of reported issues and ensure they are handled effectively.

Preferred Qualifications

• A bachelor’s degree in Computer Science, Information Technology, or a closely related discipline is preferred; equivalent experience may also be considered.
• Previous experience in technical support, especially within software or web development, is an advantage.
• Working knowledge of HTML, CSS, and JavaScript at a basic to intermediate level.
• Exposure to CMS platforms or website builders such as WordPress or Wix.
• Strong analytical and troubleshooting ability, paired with a customer-first approach.
• Excellent written and spoken communication skills.
• Ability to simplify technical topics for users without a technical background.
• Comfort working in a fast-moving environment with shifting priorities.