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Job Opening: Customer Support Position
We’re Sentree, a growing Managed Hosting and WordPress Maintenance company prioritizing excellent customer service. We are a remote team, but we maintain close ties and a collaborative team environment.
This new, full-time support team position is responsible for onboarding new clients and helping existing clients manage their websites. This role would include:
Communicating with clients via email, live chat, and, occasionally, phone calls.
Troubleshooting for clients, implementing solutions, and/or providing easy-to-follow instructions so customers can handle issues themselves.
Making changes to client WordPress websites (and occasionally ExpressionEngine, CraftCMS, custom PHP, or other CMS platforms).
Writing and updating internal and client-facing documentation, support articles, and blog posts.
Excellent written and oral communication skills, including the ability to interpret client requests and communicate technical details in an easy-to-understand manner.
Ability to grasp technical concepts quickly and document that knowledge.
A basic understanding of WordPress, websites, and website hosting, and a desire to learn more. We will provide additional training.
Full-time availability from 9 am – 5 pm in a US timezone.
Desired Technical Skills
WordPress site set up, migration, configuration of plugins and themes, and troubleshooting of website problems
Ability to edit HTML/CSS (and SCSS)/PHP files by hand (using a text editor alongside SFTP for access)
Linux command line
DNS management, including adding and updating DNS records (specific understanding of SPF records is helpful)
Tools and Apps We Use
Coda & Komodo Edit
Linux command line
Adobe Photoshop, Adobe XD, and Sketch
Communication & Collaboration
Slack (team collaboration)
Asana (task management)
Toggl (time tracking)
Google Docs (documents and spreadsheets)
Compensation & Benefits
Remote work environment
Reimbursement for cell phone
Paid vacation and sick days
$30,000 – $35,000/year starting salary with annual performance raises and bonuses