Technical Support Engineer I

This is a fully remote position, open to applicants in Australia.

📋 Description

• Deliver customer support primarily via live chat, in addition to phone and support tickets.

• Act as the initial point of contact for customers’ inquiries and needs related to WordPress.

• Cultivate extensive technical knowledge of open-source technologies that enhance customers’ digital experiences.

• Provide an exceptional customer experience through interactions via chat and phone.

• Utilize creative problem-solving strategies to identify and address the root causes of issues.

• Ensure high levels of customer satisfaction and engagement.

• Commit to ongoing learning and enhancement of technical knowledge and skills.

• Support colleagues and foster a positive team atmosphere.

• Collaborate effectively within a diverse, global team.

• Exhibit a positive demeanor while interacting with teammates and customers during transitions.

⛳️ Requirements

• 1-2 years of experience in a technical support or customer service role.

• Familiarity with open-source content management systems.

• Knowledge of WordPress, including Plugins and Themes.

• Understanding of DNS and SSL.

• Proficiency in file systems and tools for remote management of web content on web or file servers.

• Knowledge of Linux Command Line.

• Experience with StudioPress and/or the Genesis framework.

• Prior experience using online chat and/or instant messaging platforms.

• Previous experience providing customer support via phone.

• Awareness of common error codes related to web hosting (e.g. 404).

• Excellent written and verbal communication skills, with a strong command of the English language.

• Ability to type accurately at a speed of 40-60 words per minute.

• Strong skills in troubleshooting and root cause analysis.

• Capability to multitask and prioritize requests effectively.

• Ability to work both collaboratively and independently.

• Adaptability to changes within the technology sector.

🏝️ Benefits

• Company Stock Options (Every employee is an owner in the company).

• Superannuation Program.

• Employee Assistance Program.

• Supplemental Maternity & Paternity Pay.

• Generous Vacation Time (Who doesn’t like time off).

• One-time $745 AUS Home Office Stipend.

• Company Wellness Days.

• Investment in personal and professional development.

• Opportunities for internal promotions.