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! ✍
