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WordPress Support Specialist (Contractor)

Mannix Marketing, Inc. | Glens Falls, NY (Remote) | 1099 Contractor | $15–$35/hr DOE

About Mannix Marketing

Mannix Marketing is a full-service digital marketing and web development agency founded in 1996 and based in Glens Falls, NY. We build and maintain custom WordPress websites for clients across healthcare, B2B, travel and tourism, and nonprofits. Every site we build is hand-coded — no page builders — and maintained to WCAG 2.2 AA accessibility standards. We're a fully remote team focused on delivering reliable, measurable results for our clients.

The Role

We're looking for a WordPress Support Specialist to join our team on an ongoing contract basis. You'll work within our Zendesk support queue, handling maintenance requests, troubleshooting, and content updates across a portfolio of custom WordPress client sites.

This is a ticket-based, largely asynchronous role. The work is practical and consistent — not glamorous, but important. You'll be the first point of contact for clients reporting technical issues, so your ability to communicate clearly and professionally is just as important as your technical skills. 

This is a support and maintenance role, not a design or new-build position.

What You'll Do

• Resolve incoming support tickets via Zendesk — content updates, plugin issues, broken layouts, form troubleshooting, and general site maintenance
• Perform edits and updates on custom WordPress sites built without page builders Work with plugins including ACF Pro, Gravity Forms, Classic Editor, Yoast SEO, and Custom Post Type UI
• Assist with basic hosting tasks, including SSL renewals, DNS updates, and cPanel navigation
• Communicate directly with clients in plain, professional language when explaining issues or setting expectations on resolution time
• Identify when a ticket requires escalation to a senior developer and hand off clearly
• Assist with Google Workspace admin tasks, including user setup and email configuration

You Must Have

• 1-2+ years of hands-on WordPress experience on sites not built with Elementor, Divi, Beaver Builder, or similar page builders

• Comfort navigating and editing custom WordPress themes even if you're not writing PHP from scratch
• Familiarity with ACFPro, Gravity Forms, and Custom Post Type UI
• Basic understanding of cPanel, DNS records, and SSL certificates
• Experience using a ticketing or help desk system - Zendesk familiarity is a plus
• Strong written communication skills - you'll regularly be explaining technical issues to non-technical clients, and tone matters as much as accuracy
• Ability to work independently and manage your own queue without close oversight

Strongly Preferred

• Experience supporting an agency portfolio (multiple client sites simultaneously)

• Google Workspace admin experience
• Familiarity with WCAG 2.2 AA accessibility standards
• Custom CSS ability
• Upwork profile, or comparable, with verifiable reviews from maintenance or support work

What We're NOT Looking For

We want to be direct to save everyone time. Please do not apply if:

• Your WordPress experience is exclusively with page builders

• You haven't worked on sites maintained outside of Gutenberg, Elementor, or Divi
• You've never used a ticketing or help desk system
• Your background is primarily site builds rather than ongoing maintenance and support 

Work Arrangement

• Fully remote

• Approximately 2-7 hours per week depending on ticket volume, hours may grow as the engagement develops
• Eastern time business hours preferred; some asynchronous flexibility available
• 1099 contractor, ongoing
• Rate: $25-$35/hr depending on demonstrated experience and skill