Customer Support Specialist
WP Engine - Austin, TX

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As part of WP Engine's rapid growth, we're seeking all levels of Customer Support Specialists to join our team. A customer support specialist is a key element within WP Engine and is expected to provide world-class support to our customers over the phone and via support tickets. A customer support specialist is responsible for all customer support issues and that means you'll be the one our customers turn to when they have a problem and helping them should be your first concern. You'll have to apply creative problem-solving techniques to identify the source of problems while at the same time keeping the customer updated so they know you're working to get things running again. To be successful you'll have to take the initiative to learn about the customer, understand their problem, and determine the best way to fix it.

Every website is different so you'll need to be well-versed in all the parts and services involved in running website. WordPress is at the top of the list, but you'll need to know plugins, database servers, DNS, FTP, SMTP, just to name a few.

There are many aspects to this role but if you had to summarize it, you love WordPress and you love delivering world class support and creating world class experiences and outcomes for customers.

Specific QUALIFICATIONS for all levels include:
You must love talking to customers. You're a people person and you don't dread when the phone rings, you look forward to helping the person who just called you for help.
While you can help the customers, it's also about helping each other. Teamwork isn't something you just talk about, you believe it and help keep it going.

Customer Support Specialist L1:
Basic knowledge of WordPress.
Basic knowledge of DNS. You should know what a CNAME is.
Basic knowledge of Network fundamentals. This means you know what a traceroute is and can use ping.
Basic knowledge of FTP. If you know what SFTP is and why you should use it, that's even better.
Basic knowledge of WordPress Plugins and themes.
Able to type 50 - 60 wpm.
You can handle multiple tasks and prioritize work in order. That means handling multiple tickets at once but you can tell which ones should be taken care of first.
You like to take detailed notes of what you're doing so others can see what steps you've taken to help the customer. We work as a team and having detailed notes is helpful for everyone.
You're a great communicator, whether written or spoken. As the most visible part of the company it matters what you say and how you say it.

Customer Support Specialist L2:
Intermediate knowledge of WordPress and WordPress Plugins and themes.
Intermediate knowledge of networking. You understand how information is passed around the Internet and the basics of a HTTP request.
Basic knowledge of MySQL. You can access the server, figure out what databases are installed, find the table you need and pull some date from it.
Intermediate level experience with Linux based systems. You should be comfortable at the Linux prompt and know your way around the file system.
Able to touch type 50 - 60 wpm.
You can handle multiple tasks and prioritize work in order. That means handling multiple tickets at once but you can tell which ones should be taken care of first.
You like to take detailed notes of what you're doing so others can see what steps you've taken to help the customer. We work as a team and having detailed notes is helpful for everyone.
You're a great communicator, whether written or spoken. As the most visible part of the company it matters what you say and how you say it.

REQUIREMENTS: 2 years of experience in WordPress support.

Customer Support Specialist L3:
Advanced knowledge of WordPress, its plugins and themes. Chances are you've designed your own themes or plug-ins.
Advanced knowledge of networks - You're probably running a home network you setup yourself.
Advanced Linux knowledge - you've setup Linux servers before, know which distro you prefer, and can rebuild the kernel if necessary.
Advanced MySQL knowledge. You know where to find my.cnf and can adjust it to get the best from your server.
Advanced level of experience with SSL configuration & implementation. You know what a CSR is and where to find the private keys.
Familiarity with nginx & Varnish a definite plus.
Able to touch type 50 - 60 wpm.
You can handle multiple tasks and prioritize work in order. That means handling multiple tickets at once but you can tell which ones should be taken care of first.
You like to take detailed notes of what you're doing so others can see what steps you've taken to help the customer. We work as a team and having detailed notes is helpful for everyone.
You're a great communicator, whether written or spoken. As the most visible part of the company it matters what you say and how you say it.
You're a leader. People come to you for answers and direction naturally - because you have a lot of knowledge and love to share it.

REQUIREMENTS: 4 years of experience in WordPress development or support. Experience as a Junior level or higher Linux system administration is a plus.

What BENEFITS does WP Engine offer?

Competitive salaries
100% paid employee medical and dental coverage
100% paid short and long-term disability
100% paid Life and AD&D Insurance
Generous vacation time
24/7 parking in the heart of downtown Austin
Commuter reimbursement
A beautiful office space with lots of natural lighting
Flexible hours to help you balance your work with your life

WP Engine - 18 months ago - save job - block
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About this company
WP Engine is the premier, WordPress-only hosting company. We serve 100,000,000 requests daily, each one carefully and continuously tuned for...