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