• Be the first point of contact for our customers whenever they have any issues on their websites. • Provide customer support through Live Chat, Tickets and Slack. • Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams. • Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues. • Write KBs and technical articles for our blog to further distribute knowledge within the community. • Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product. • Assist our customers with migrating their WordPress site’s to Rocket.net. • Provide critical assistance when it comes to pointing DNS to Rocket.net. • Provide customers with a “WOW!” experience.