L1 Technical Support Agent

Our team at Raptive is seeking a Technical Support Agent with a strong foundation in WordPress and front-end web development. This role is a 40 hours a week role working Wednesday through Sunday. In this vital role, you will provide front-end website and ad-related Technical Support to our thriving community of over 5,000 creators. Expertise in HTML and CSS is required, along with a basic understanding of JavaScript. Your proficiency in WordPress will be key for efficiently handling website functionalities. Beyond Technical Support, you'll also contribute to educating our internal teams about technical best practices, ensuring our collective success.

What you’ll be doing:

• Use your knowledge of front-end technologies and WordPress to adjust and position ads on thousands of websites according to our best practices and creator requests
• Educate our creators on technical concepts
• Create and update support documentation
• Escalate bugs/issues/opportunities for management
• Represent the voice of creators in meetings with Product and QA teams
• Contribute to assigned occasional projects

The skills and experience you bring to the job:

• Expertise in HTML and CSS.
• Strong familiarity with WordPress.
• Ability to troubleshoot HTML/CSS issues using Chrome’s DevTools.
• Excellent communication skills: 99% of all communication is through email and messaging, so clear writing is a plus. You need to be able to write clearly, use correct grammar, and come across as someone friendly and willing to help.
• Problem solver and able to work independently.
• Love to learn; no two days are the same!
• You need to have a strong amount of self-discipline. This is a remote role, so you need to be disciplined and able to work continually through normal business hours.

These skills are a plus:

• Deep understanding of WordPress: familiarity with things like custom post types, hooks and filters, caching, user roles, etc.
• Knowledge of JavaScript: Able to write basic JavaScript functions or understand how to troubleshoot JavaScript conflicts.
• Experience with JIRA/Confluence, Google Suite, Zendesk, Slack, and other collaboration tools
• Strong GIF and Emoji skills

About Raptive

Raptive’s mission is to power creator independence. We’re a creator company that provides revenue, audience, business solutions, and much more for creators and enterprise publishers. Since the very beginning of digital content creation, we’ve been allies and advocates for every kind of creator and charted the uncharted to help creators grow their businesses through it all.

Today we are the catalyst for 5,000+ of the world’s most premium creators on the open web and rank as the tenth-largest digital property in the U.S. Creators who choose Raptive are premium content creators, trendsetters, iconic brands, and charismatic personalities, captivating more than 78% of U.S. audiences on their sites alone with the power to move and disrupt culture. They collectively rank #1 in Food, Family, Home, and Lifestyle-with a reach of more than 182M monthly unique visitors and more than half a billion followers across social platforms.

Creators are the future of media. And together, the future is ours to create.

The base salary range for this position is $50,000-$60,000. The range provided is Raptive’s reasonable estimate of the annualized base compensation for this role. The actual amount may be higher or lower, based on non-discriminatory factors such as experience, geographic location, knowledge, skills and abilities. This role is eligible for additional incentive compensation that isn’t included in the posted range.

For more information, visit www.Raptive.com or follow us on LinkedIn or Instagram.

Raptive is committed to diversity, equity, and inclusion. We believe we are most impactful when people with a wide range of backgrounds, experiences, and identities come together with a common purpose. We encourage candidates from all backgrounds to apply. Raptive is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please reach out to a member of our recruiting team.

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