Remote WordPress Support Specialist (Contractor)

WordPress Support Specialist (Contractor)Mannix Marketing, Inc. | Glens Falls, NY (Remote) | 1099 Contractor | $15–$35/hr DOEAbout Mannix MarketingMannix 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 RoleWe'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 DoResolve incoming support tickets via Zendesk — content updates, plugin issues, broken layouts, form troubleshooting, and general site maintenancePerform 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 UIAssist with basic hosting tasks, including SSL renewals, DNS updates, and cPanel navigationCommunicate directly with clients in plain, professional language when explaining issues or setting expectations on resolution timeIdentify when a ticket requires escalation to a senior developer and hand off clearlyAssist with Google Workspace admin tasks, including user setup and email configurationYou Must Have1-2+ years of hands-on WordPress experience on sites not built with Elementor, Divi, Beaver Builder, or similar page buildersComfort navigating and editing custom WordPress themes even if you're not writing PHP from scratchFamiliarity with ACFPro, Gravity Forms, and Custom Post Type UIBasic understanding of cPanel, DNS records, and SSL certificatesExperience using a ticketing or help desk system - Zendesk familiarity is a plusStrong written communication skills - you'll regularly be explaining technical issues to non-technical clients, and tone matters as much as accuracyAbility to work independently and manage your own queue without close oversightStrongly PreferredExperience supporting an agency portfolio (multiple client sites simultaneously)Google Workspace admin experienceFamiliarity with WCAG 2.2 AA accessibility standardsCustom CSS abilityUpwork profile, or comparable, with verifiable reviews from maintenance or support workWhat We're NOT Looking ForWe want to be direct to save everyone time. Please do not apply if:Your WordPress experience is exclusively with page buildersYou haven't worked on sites maintained outside of Gutenberg, Elementor, or DiviYou've never used a ticketing or help desk systemYour background is primarily site builds rather than ongoing maintenance and supportWork ArrangementFully remoteApproximately 2-7 hours per week depending on ticket volume, hours may grow as the engagement developsEastern time business hours preferred; some asynchronous flexibility available1099 contractor, ongoingRate: $25-$35/hr depending on demonstrated experience and skill