We’re looking to grow our support team with someone who loves to solve problems and help people.
Did you build your own computer at a young age?
Have you ever dismantled a toaster just to see how it worked?
Does building and repairing things bring you an inordinate amount of joy?
In this role you’ll work one-on-one with customers and together with the rest of the support team to help troubleshoot and debug WordPress issues. You’ll be an advocate to help customers get the most out of their websites. You’ll dive into code, do live screen shares, or have quick Skype chats – anything that can be done to go the extra mile to better serve our customers.
You care about customers and their success. Not only because their long term success means that we’ll be more successful as a company, but also because you really love helping people and seeing them succeed.
You’re a fantastic communicator and must be fluent in written English. The importance of communication, especially in a remote team, cannot be overstated. The default should be to overshare progress, good things that are happening, customer concerns, and anything you see as an opportunity to improve our company.
You know how to laugh and have a good time. Some days as a support agent, the only viable reaction is laughter, and we do that a lot at WP Site Care.
This is a full time position working from mid-morning to early evening in the Mountain time zone.
Being a technical support agent at WP Site Care requires proficiency in a number of different areas. A strong understanding of WordPress and its internal workings are critical to this role.
Most applicants have a history of building and maintaining websites as a freelancer or with an agency. Another group that’s popular among our applicants is veterans of tech support in the web hosting industry. None of these scenarios is required, but what we see most often.
Here’s a list of common tasks that a support agent at WP Site Care may be asked to participate in day to day:
- Customer support requests – Customers have general questions and make small requests all the time. This can be anything from debugging PHP errors, to setting up caching solutions, to implementing CDNs, to setting up a third-party integration like Mailchimp. We cover a wide range of services pertaining to WordPress, so you’ll want to be ready to solve new problems you haven’t encountered before.
- Maintenance and update management of customer sites – You’ll be responsible for a client portfolio, and will be tasked with ensuring that all of those clients have websites that are protected, properly backed up, updated on a regular basis, and performing to the best of their ability.
- Small development jobs & site migrations – Everything from plugin setup and configuration to site migrations to theme modifications and more. There’s very little that we don’t deliver for our customers.
- General WordPress troubleshooting and debugging – Being a problem solver and using all the resources at your disposal (Google, internal documentation, tools, team members, etc) is a key to resolving issues for customers.
- Account management – Looking up and documenting details pertaining to each customer account like how much they pay, their renewal dates, which level of service they receive, etc. Most of these details are quickly accessible in a custom CRM.
- WordPress user errors & general questions – Sometimes problems that are encountered have nothing to do with software, but with humans. Helping customers get to the bottom of those issues is definitely part of the day to day.
- Working with web hosts – A common theme with issues like sites being unavailable, throttled, or encountering some kind of error is web hosting. We work directly with web hosting support to mitigate these issues for our customers.
- Creating and editing support documentation – We have a library of documentation that we use internally to keep everyone on the same page. You’ll contribute to this documentation to help make it better.
Technical Skills (Required)
- Understanding of WordPress as a CMS and all of its moving parts. From themes to plugins to the database layer, and how everything interacts together.
- Experience using version control. We use Github as a git repository for all of our projects.
- Familiarity with the web hosting landscape, and which hosts to recommend to specific customers.
- Understanding of WordPress theming and the template hierarchy.
- Understanding of basic SEO, and familiarity with tracking tools like Google Analytics.
We’re a completely distributed company, and we still believe it’s important to get together in person from time to time. We’ll occasionally meet up at conferences and WordCamps, or in smaller groups just to work together.
We also have one company retreat annually where everyone is invited and the entire team (11 of us currently) get together. It’s always a great time. If you love to travel then there won’t be any lack of opportunity when you work here.
Reimbursement & Benefits
- We offer competitive salary based on experience of applicants. We also offer all of the following:
- Annual reinvestment opportunities for continuing education. This can include everything from online training to conference attendance.
- Budget for one computer and one phone every two years to keep your hardware fresh!
- Paid maternity/paternity leave. Once you’ve been with us for 12 months, your leave is fully paid for.
- We cover all costs for work related travel.
- Minimum Vacation Policy – Each employee is required to take at least 15 days of paid vacation each year.
Please send a short email to firstname.lastname@example.org telling us about yourself, and attach a résumé. Be clear about how you see yourself contributing to our team, and do everything you can to make your email stand out in a few paragraphs.
Here are a few quick ideas for ways to help your email stand out:
- Have you read any books about customer service? What stood out to you?
- Have you ever been part of an awesome support or technical help experience? What made it awesome?
- Are you driven? This is especially important for a remote work position. If you have a personal or professional achievement you’re proud of, we’d love to hear about it.