Ticket Support Expert (WordPress)

Edgewater Federal Solutions is seeking a detail-oriented and organized Ticket Support Expert to join our internal corporate web team. This role is essential in providing exceptional support to our customers regarding content management and concerns related to our customized WordPress environment. The ideal candidate will possess strong analytical and problem-solving skills, with a commitment to following established processes and standards.

Assist in enhancing the overall functionality of software by improving software architecture, supporting existing software, and engineering hardware components that optimize various technologies.
• This role involves providing technical support to clients, testing applications, maintaining hardware, and responding to customer requests.
• The Ticket Support Expert will also analyze complex system requirements, design software tools and subsystems, and manage software development and support processes.
• Manage software development and support using formal specifications, data flow diagrams, other accepted design techniques and Computer Aided Software Engineering (CASE) tools.
• Estimate software development costs and schedule.
• Review existing programs and assist in making refinements, reducing operating time, and improving current techniques.

• AS/AA in relevant discipline plus minimum 2 years or more years of directly related experience that demonstrates the knowledge, skills, and ability to perform the duties of the job.
• Must be able to obtain and maintain a DOE Security Clearance
• Must be US Citizen

Required Skills:

• Track progress on support tickets, ensuring tasks are completed and followed up on.
• Provide timely and effective support for WordPress content management issues.
• Use critical thinking and analytical skills to diagnose and resolve customer concerns.
• Actively listen to customer inquiries and provide clear, step-by-step guidance.
• Collaborate with a diverse team of designers, developers, and customers to deliver solutions.
• Determine the appropriate teams within our department needed to resolve an issue while resolving ticket requests.
• Document processes and solutions for future reference and team training.
• Engage pro-actively with team members and customers, fostering a positive support experience.
• Handle conflict resolution and de-escalation of customer issues with professionalism.
• Strong customer service skills with the ability to work with diverse technical knowledge levels
• Some level of proficiency in WordPress.
• Strong attention to detail and organizational skills.
• Excellent communication skills, both verbal and written.
• Proficient reading comprehension skills.

Desired Skills:

• Previous experience handling customer support tickets
• Understanding of web design principles and accessibility standards.
• Knowledge of ServiceNow (SNOW) platform.
• Ability to work within established processes and team standards.
• Self-motivated with a commitment to continuous learning and improvement.
• Curiosity and creativity in problem-solving.
• Experience with context switching and managing multiple tasks.
• Conflict resolution and de-escalation abilities.
• Familiarity with HTML and CSS.
• Awareness of cybersecurity best practices.
• Experience with AI prompting techniques.
• Ownership, responsibility, and dependability in all tasks.
• Ability to document processes clearly and effectively.

About Us:

Edgewater Federal Solutions is a privately held government contracting firm located in Frederick, MD. The company was founded in 2002 with the vision of being highly recognized and admired for supporting customer missions through employee empowerment, exceptional services and timely delivery. Edgewater Federal Solutions is ISO 9001, 20000-1, 270001 certified, appraised at CMMI Level 3 Maturity for Development and Services, and has been named in the Top Workplaces in the Greater Washington Area Small Companies for 2018 through 2025.

It has been and continues to be the policy of Edgewater Federal Solutions to provide equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, veteran status, and/or other statuses protected by applicable law.