UpdraftPlus is Hiring
We are looking for a new member of our support team due to our expanding plugin family and customer base. We are looking for someone who is not afraid to jump in feet first, has excellent verbal and written communication skills and has the ability to learn advanced WordPress skills.
The ideal candidate will have both front-end and back-end development skills, as well as customer service and troubleshooting skills. We are looking to fill a long-term role which has the potential to expand from support-specific to additional roles (e.g. development or testing) in the future.
The successful candidate will join the team providing support for the UpdraftPlus family of plugins, which includes UpdraftPlus, All In One WordPress Security, WordPress Optimize, Subscribden, Easy Update Manager, UpdraftCentral, and WPGetAPI.
This role is a full-time position, available as a freelance role or as an employed position (applicable to candidates based in the UK only).
Position Details
Location: Remote
Time commitment: 40 hours/week. Ideally, we are looking for someone to cover UK afternoon/evenings (16:00 to 22:00 UTC) and some Saturdays, but there is flexibility. We will also require the candidate to work some bank holidays.
Opportunity for advancement and to play a significant role in the company in the future for the right person
Start date: as soon as possible
Role & Responsibilities
Our support hours are 08:00 – 22:00 (UTC) Monday-Saturday. On a day-to-day basis, this generally requires checking in at least 3 times a day to clear the queues.
Support is provided via an email-based ticketing system (FreeScout) and through our WordPress and Premium support forums. We aim to get a first response with 6-7 hours and respond to all customers with 24 hours so you must be able to respond to all support requests in a timely manner.
The day-to-day role includes:
– Answering any and all customer support inquiries as well as pre-purchase questions.
– Occasionally it may involve JS/PHP customizations.
– Providing best practice advice.
– Doing manual integrations when necessary (basic PHP editing).
– In the future, the role may be expanded to include documentation, product development or testing, depending on the candidate’s desires, experience, and aptitude.
Key Competencies
The main focus of this position is customer support and troubleshooting customer issues with WordPress plugins. It would be good if you have a strong understanding of both the backend and front end of WordPress development, and the confidence to troubleshoot any issue that arises. The most important thing is a willingness and aptitude to learn these skills.
Of course, there will be guidance and instruction available (you don’t need to know everything at the beginning!). The rest of the team will be available to answer/troubleshoot any questions beyond your expertise. The goal would be for the successful candidate to be able to handle at least 95% of support inquiries, liaising with the development team for more complex issues when necessary.
The ideal candidate will have experience with:
– WordPress. (Confidence using the Codex and searching the core when necessary to fill any knowledge gaps.)
– CSS
– PHP
– JavaScript & jQuery (basic level of comfort and troubleshooting skills, though you will rarely need to write any)
– WordPress Theme Customization (knowledge of template structure, general theming, child themes)
– Comfortable in Chrome Developer Tools (mainly for troubleshooting CSS, JS, and network issues)
– Ability to run local test installs
– Self-starter, motivated & fast learner
– Excellent customer service skills
– Polite, patient, helpful, even with impolite customers
– Eager to help customers
– Fluent written English, excellent communication skills
– Troubleshooting (understanding of how to develop a strategy to troubleshoot/debug a problem)
– Responsible & reliable
Good to have
– Technical knowledge of WordPress multisites
– Prior customer service experience
– Previous experience coding a plugin or theme
– Fluency in additional languages
Closing date: 23rd April, 2024 (Please note this closing date is a guideline only and subject to change dependent on volume of applications.)
