Do you like troubleshooting WordPress issues and answering technical questions? Do you always like to document yourself precisely before giving advice? Are you able to maintain a friendly and professional communication that invites people to trust you?
If you answered yes to these questions, we are sure this position will sound super exciting to you.
We are looking for a friendly person in love with customer support to join the Support team for our website optimization plugin WP Rocket
Keep reading for more details!
Working on Technical Support at WP Rocket means assisting our customers with their technical issues related to WP Rocket, answering their performance-related questions and handling refunds and other account-related questions.
WP Rocket is a premium caching plugin for WordPress used by +1,400,000 websites and +160,000 customers worldwide. Our plugin makes sites go at the speed of light in just a few clicks. We love to make our customers’ lives easier, which is why WP Rocket applies key best web performance practices right upon activation.
You will join our Support team, we work remotely, and our support teammates live all around the World
Every day, you will work closely with the rest of our Customer Support team and with our Developers.
Support for our customers 7 days a week is essential to our joint success. This position will require you to work on week-end (Saturday and Sunday), and having two days off during the week.
We can talk more about this during the recruitment process
In your everyday job in Technical Support, you should, first of all, enjoy connecting with people!
Here is a list describing the tasks involved in this position (do you happen to like making lists? So do we!):
Being yourself.
The WP Rocket team is diverse and composed of people from all over the world. Respect, collaboration, and inclusivity are some of our core values (more on this below). Every day of work is an exciting opportunity to get in touch with fantastic people who will enrich your cultural and professional background.
Proficient knowledge of English.
You will need to be able to write and communicate in English effectively, respectfully, and professionally.
If you also know French, don’t hesitate to specify it in your application: this is a great plus (not mandatory, though!) since part of our team and many of our customers come from France.
Strong previous experience in customer service.
One of the key aspects of this job is assisting people with WP Rocket and with website optimization. You are patient and empathic. Questions don't intimidate you, because you love finding answers to even the most bizarre queries!
Know the basics of web performance
We will train you for this, and we will always have your back, don’t worry, but an understanding of web performance is preferred.
Know WordPress and some coding.
WordPress has no secrets for you, but you always follow its evolution and love to test new features. You have an excellent understanding of HTML and PHP, and know some JavaScript (but this is just a bonus point).
You should be comfortable using WordPress hooks.
Be a proficient troubleshooter
You love solving problems and getting to the heart of an issue. You’re able to communicate the steps you took and summarize the problem to help customers and teammates understand it.