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WordPress Support Specialist

We’re looking for kind, supportive, and all-around friendly people to join our growing support team! You love helping make the technical, non-technical, and are a wizard at debugging difficult issues. You’re proactive, not reactive. A self-starter and a great dude or dudette.

Responsibilities

  • Respond to support questions about the Astra theme and our other products.
  • Answer questions in our help desk software and/or email.
  • Write detailed bug reports with replication steps for our developers to fix.
  • Write new documentation and update existing articles as needed.

Your support skills will make customers smile, feel understood, and ultimately you’ll resolve their issues in a timely, positive manner. You’ll be making a difference to thousands of people a year through your knowledge and experience in WordPress.

What are we looking for?

  • You’re an empathic person. In general, people write in to support because they are frustrated; as a support person, it’s your job to understand what they’re saying, listen to their concerns, and address them with empathy.
  • You want to make a difference. We have hundreds of customers write in to us on a daily basis. As part of the support team, you’ll be making a real difference to real people.
  • Patient and understanding with customers. Someone who can make the technical non-technical. In support, it’s often the case where you need to explain a technical concept to someone who isn’t technical at all; explaining this in a non-patronizing way, in easy to follow plain English isn’t easy! But that’s what we need.

Who are you, and what do you bring?

  • Empathy for customers.
  • Passionate about providing excellent support.
  • Fluent English (spelling and grammar).
  • At least 1+ years of experience with WordPress.
  • Understanding and ability to write custom CSS.
  • Understand and the ability to write HTML.
  • Familiar with tools like HelpNinja, Trello, Asana, Github, and Slack.
  • Polite and understanding.
  • Self-starter. You don’t have to be micromanaged.
  • Troubleshooting experience.
  • A curiosity to learn and grow.

Bonus points for any of the following

  • Ability to write and understand PHP.
  • Ability to write and read jQuery, Javascript, and any JS framework.
  • WordPress plugin development experience.
  • WordPress theme development experience.
  • Previous remote working experience.

What do we offer you?

We believe in working closely and bringing the best out in each other. We’re a fun, supportive, and creative group of individuals. We’ll offer you:

  • Competitive pay.
  • Work from anywhere.
  • The opportunity to learn and grow in a fast-growing team.
  • We don’t micro-manage. Manage your own time as you see fit
  • Flexible work environment – We believe that people work best when they have the freedom to work from wherever they choose. We don’t care where you are so long as you get the work done.
  • Fun atmosphere – let your hair down now and then.
  • Learn something new every day – Grow your career with bright possibilities

Sounds like a good fit?

Want to apply for this position? Just fill in the form below. We look forward to hearing from you! ✍

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