Technical Support Specialist

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 WordPress 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 a 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 pre-sale, education and product-related questions through email support and live chat.
• 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 100% 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.

What we offer

• Work from Home – You can choose to work from home or anywhere that has internet. We value people that are self-motivated to produce results without someone looking over their shoulder.
• Responsible PTO – We all need time away to recharge, travel, take care of personal stuff, or spend time with family and friends. We offer PTO days and official company holidays. After 1 year, you’ll get Responsible PTO, which means you can take whatever time you need off whenever you need it without worrying about how much PTO you have.
• Company Retreats – Our team gets together once a year for a week to share what we’ve learned as well as to hang out and enjoy spending time with the people we work with. All expenses paid.
• Annual Bonuses – We value our team and their hard work which is why we offer annual performance bonuses.
• Paid Parental Leave – After one year with the company 30 calendar days paid maternity/paternity leave and up to 60 calendar days total time off with position guaranteed.
• Invest in You – We offer opportunities for personal and professional development and training. Whether it’s learning new coding languages or design tools, we’ll support you in doing what you love.
• Fun Environment – We’re a welcoming group that loves tacos, video games and silly GIFs. The chats are always fun and sometimes random while we work.

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

How to apply?
If all this sounds like you’d be a good fit, then please submit your application below.