Customer Support & Happiness Engineer

At HeroThemes, we sell knowledge base themes and plugins for WordPress. We pride ourselves on delivering excellent customer service and we need your help.

If you’re a self-disciplined problem solver, with fantastic communication skills and technical knowledge of WordPress, this could be the role for you.

Your Tasks

  • Craft thoughtful, personal responses to customer questions in our support system.
  • Helping customers with general questions about our products and their usage.
  • Investigating bugs and reporting issues to the development team where appropriate.
  • Escalating more complex tickets, gathering as much pre-emptive information as possible to ensure it can be resolved quickly by senior support staff.
  • Improving on saved replies and knowledge base articles to reduce common queries and issues.
  • To read, understand and apply the HeroThemes support process to all support tickets ensuring courtesy, efficiency and care when handling customer support queries.
  • To actively contribute towards the support process, suggest improvements, refinements and new policies as appropriate.

Your Skills

  • Strong written proficiency and communication skills essential. Fluent English is required.
  • Self-disciplined and a self-starter. We don’t like to micromanage and trust in our partners to carry out their role in a manner than aligns with our company values.
  • You are comfortable debugging HTML, CSS and JS issues.
  • You have experience using and debugging WordPress.
  • Experience writing technical documentation (knowledge base articles, blog posts, etc) a bonus.
  • Development experience/knowledge preferable.

Position Details

This is a remote, part-time responsibility with flexible hours (approximately 10/hrs a week).

We pay for results and will reward the people that can help to build our services and brand.

How to Apply

Fill in the form below and be sure to include:

  • An overview of what you feel you can bring to the role.
  • Your hourly rate expectations (in US Dollars).
  • Any relevant previous jobs/experience.
  • Links to your personal site,blog, portfolio etc (if applicable).