WordPress Customer Support Engineer

About the Role

In this role, you will be the face of the company and help our customers solve their problems. Our product helps website admin keep the gears of the website well-oiled, and when something breaks, they get stressed. You will be there to help with clear solutions, a calm demeanor, and lots of empathy.

Customer support is a cornerstone of BlogVault, and we want to give our customers the best possible experience. Sometimes that entails solving technical issues; other times it is advising them to upgrade to a plan with more features. In all cases, we guide them to success.

Responsibilities:

• Talking to Customers through email over different issues they might encounter.
• Going through & understanding internal system logs to debug issues.
• Report bugs raised by customers and any bugs you have found in our product to the Engineering/DevOps team and follow up with them. Help with Bug tracking.
• Creating KB Articles & FAQs regularly.
• Communicating with the Solution Design/Devops/Product Development teams & providing them with feedback from the customers.

Required skills (must-have)

• A strong understanding of WordPress, websites, and website hosting, and a desire to learn more.
• A strong understanding of the Web; including familiarity with HTML, CSS, PHP, MySQL, HTTP;
• Excellent written and oral communication skills with the ability to review client requests and provide the required technical details in an easy-to-understand manner.
• Great Debugging skills that can help pick up big issues & break them into smaller manageable pieces with good solutions.
• Proficiency in English & being able to communicate in it.
• Excellent Time Management & Multi-tasking skills.

Good to have (++++)

• Experience working in a customer-facing role, including support and training;
• Familiar with cPanel, FTP, and phpMyAdmin.
• Basic understanding of HTML, CSS, and command line/terminal.