[Hiring] WordPress Advanced Support Guide @GoDaddy

Role Description

This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.

WordPress Advanced Support Guides support GoDaddy’s hosting and WordPress customers on multiple channels, primarily via chat. You will be the first point of contact and provide professional consultation to customers. Your interactions will range from questions about current GoDaddy products/services to consultations regarding new purchases. You will effectively respond and provide information to customers regarding new product and service offerings and contract extension options, and will cross-sell additional products/services.

Shifts:

• Department covers 24/7 operations; therefore, shift work is involved.
• Employees will be given shift schedule in advance, which will work on a rotating basis.

What you'll get to do...

• Take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity.
• Provide technical feedback on processes and procedures to reduce customer concerns.
• Interact with, and communicate effectively across, departments within various levels of the organization to properly handle customer issues.
• Work in multiple systems, including but not limited to Chat, CRM, JSD, and Live Engage.
• Consult with customers about their business needs by matching GoDaddy products and/or solutions to their online goals, all while providing first-call resolution.
• Build trust, interact, and communicate effectively with various levels of the organization, while meeting department quality and production standards.
• Address your customer’s technical concern by walking them through control panels for Content Management Systems, as well as cPanel, Plesk, and GoDaddy custom interfaces.
• Troubleshoot and correct issues by utilizing FTP, cPanel, Plesk, and MySQL.

Qualifications

• Advanced knowledge of WordPress, including the use of plugins, themes, and how to effectively troubleshoot common WordPress errors.
• Ability to utilize SSH to navigate and access hosting environments.
• Ability to access and manipulate MySQL databases.
• An understanding of Content Management Services such as WordPress, Joomla, and Drupal, and the ability to navigate and edit.
• Ability to research and investigate issues using multiple systems and to provide support to customers in both the Linux and Windows hosting environments.
• A high school diploma, or equivalent work experience.

Requirements

• Sales experience.
• Experience owning and/or operating a small and/or midsize business (SMB).
• Ability to work in a dynamic, changing environment, while quickly learning and adapting to new processes and systems.

Benefits

• Paid time off.
• Retirement savings (e.g., 401k, pension schemes).
• Bonus/incentive eligibility.
• Equity grants.
• Participation in our employee stock purchase plan.
• Competitive health benefits.
• Other family-friendly benefits including parental leave.