Support Specialist

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Be a part of something great

10up is seeking candidates to provide technical and customer support in support of robust WordPress plugins designed for small-to-medium businesses and content creators. The right candidate will possess experience leading customer service teams, providing technical support, and specifically supporting and/or using WordPress as a content management system. 

The role involves actively resolving select tickets and issues reported by users, as well as engaging with both end users and the broader WordPress plugin and engineering teams, surfacing opportunities to improve the products by fixing bugs, clarifying the user interface, improving documentation, or otherwise improving end user experience.

Responsibilities

  • Respond, resolve, triage, and escalate user questions on various products forum, including the WordPress.org plugin directory and Github source code repositories.
  • Filter out questions not specific to the WordPress plugin, and redirect to relevant forums or teams.
  • Ensure questions are triaged within defined SLA.
  • Work closely with the product team to analyze trends and write summaries of top user issues and overall sentiment.
  • Suggest improvements to the online help resources (FAQs, product site).
  • Send weekly reports to relevant internal stakeholders.

Requirements

  • Knowledge of and familiarity with WordPress.
  • Effective communication, specifically in a customer service environment.
  • Good organizational skills (to support an influx of support topics that come in from the different products; research skills are a must). 
  • Some familiarity and hands-on experience with web technologies, specifically CMS platforms. Not timid when it comes to diving in, adapting and learning new technologies. 
  • Experience with and appreciation for creating and editing documents (Google Docs and/or Word) and spreadsheets, including formatting and formula management- with unrelenting attention to detail!
  • Not only are you comfortable, but you thrive in a fast-paced environment.
  • A team player who can also work independently. Can translate high-level direction into follow through, whether it be on research or creating reports, without a need to be micromanaged through the process.
  • Comfortable interacting with both data/numbers and words/language on a daily basis. You recognize that formulas and calculators are our friends, and that the real value is in how you assemble and present the info.

Nice to have

  • Knowledge of and familiarity with any or all relevant Google services, including Google Analytics, Lighthouse, AdWords, Search Console, and/or AMP.
  • Experience writing documentation and support documents for technical products.
  • Remote working experience appreciated.