Technical Support Specialist

Technical Support Team | Remote | Full-time

We are looking for a talented and personable Technical Support Specialist who loves working with people. If you are a troubleshooter with an abundance of patience and enjoy helping others reach their goals, this may be the position for you.

You’ll help our Envira Gallery and Soliloquy plugin users with various technical and usability issues. Collaborate with our Support and Dev Team via Slack. You will build relationships based on trust which result in happy, passionate, and loyal customers through listening to their needs.

The ideal candidate will be problem solver, analytical, have superb communication and technical skills, and can work in a dynamic, constantly evolving environment. Customer experience is a top priority.

Role Responsibilities

  • Answer simple to complex pre-sale, education and product-related questions through email support. Troubleshoot and resolve configuration and technical issues for customers so they can succeed with our product.
  • Prepare technical documentation for internal and customer use
  • Test the product in real-life situations before release
  • Work closely with developers and report bugs through GitHub

This outline indicates the major responsibilities of this role on a regular basis. This is not an exhaustive list of role responsibilities.

Required Qualifications

  • Strong verbal and written skills in English
  • Ability to work independently
  • Experience with WordPress CMS, Plugins and Themes
  • Experience with front-end technologies: JavaScript, HTML, and CSS
  • Excellent troubleshooting skills and comfortable using the debugging console to identify and resolve issues from the browser.
  • Excellent analytical and critical thinking skills – you actively seek opportunities to systematize customer service efforts to maintain quality expectations; documenting and enhancing processes to maximize individual and team productivity.
  • Resourceful – you know how to find answers and do homework before reaching out or escalating tickets to more senior team members.
  • Excellent time-management skills

Preferred Qualifications

  • Experience with software customer service
  • Experience with PHP
  • Familiar with software testing procedures
  • Familiar with Github, creating Github issues and pull requests
  • Familiar with writing Technical Documentation
  • Familiar with Photography
  • Experience working remotely

Key Performance Indicators

  • The number of customer support tickets resolved
  • Quality of responses as graded by supervisor
  • Response time and happiness score (rating from the customer)
  • The number of documentation tasks completed

Location

We are a remote company. We support our team working anywhere that suits them, as long as strong communication can be maintained during our core business hours via Slack and your tasks are fully completed each work day.

Envira Gallery is an Equal Opportunity Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation

HOW TO APPLY
Use the form below.
When submitting your application, please include your resume and a cover letter introducing yourself and answering the following questions:

1.  What qualities do you feel you can bring to this role?
2.  What experience do you have working remote?
3.  Are you available to work US business hours (9am-5pm EST) exclusively?

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