Website Support Executive

We are seeking a highly skilled Website Support Executive to troubleshoot and resolve complex issues across WordPress, WooCommerce, and various website hosting environments. This role is crucial for ensuring client websites operate smoothly and securely by diagnosing root causes, implementing sustainable solutions, and preventing recurring problems.

You will manage support cases from initiation to completion, providing clear client updates and ensuring long-term website stability. Beyond technical expertise, we value a proactive approach, rapid response times, and accountability in every case.

Candidates should possess at least 2 years of user support experience, excellent communication skills, and strong time management abilities.

Key Responsibilities

• Provide post-project technical support to end-users via ticket, email, and phone.
• Perform deep troubleshooting and resolution for WordPress, WooCommerce, and hosting-related issues.
• Implement long-term fixes rather than temporary workarounds (avoiding only rollbacks or quick patches).
• Manage cPanel, FTP, DNS, and server-level configurations to resolve performance, hosting, and security problems.
• Escalate to higher-level support only when necessary, with comprehensive documentation of findings.
• Keep clients promptly updated on issue progress and resolution.
• Document solutions in the internal knowledgebase, FAQs, and training guides to enhance team expertise.
• Collaborate with internal teams to refine support protocols and improve efficiency.
• Execute site migrations with minimal downtime and zero data loss.

Requirements

• Minimum 2 years of technical support experience.
• Strong expertise in WordPress, WooCommerce, and plugin/theme troubleshooting.
• Proficient with cPanel, FTP, DNS, database management, and server-side tools.
• Knowledge of HTML, CSS, PHP, MySQL for debugging and implementing fixes.
• Strong JavaScript (ES6+) skills for WordPress/WooCommerce troubleshooting (AJAX, REST API, event handling, async flows).
• Experience integrating front-end JS with WordPress hooks, wp_ajax / wp_ajax_nopriv, nonces, and wp_localize_script.
• Ability to diagnose and fix conflicting scripts and performance bottlenecks (long tasks, render-blocking assets, excessive reflows).
• Proven ability to identify root causes and implement sustainable long-term solutions.
• Proactive, fast to respond, and reliable under pressure.
• Ability to work independently as well as within a collaborative team.

Bonus Skills

• Experience with advanced performance optimization (Improving PageSpeed Insights scores, Core Web Vitals, caching strategies, database optimization, and server-level tuning).

Mandatory Technical Test

Shortlisted candidates are required to take a 1-hour technical test prior to the interview.

Job Details

• Job Type: Full-time
• Pay: RM3,000.00 - RM4,000.00 per month
• Benefits:
  • Opportunities for promotion
  • Professional development
  • Work from home
• Application Question(s): I'm willing to take a 1-hour technical test if I'm shortlisted
• Experience: User Support: 2 years (Required)
• Work Location: Remote