Customer Support Engineer

Introduction

MadeInContext is a leading eCommerce software development company. We specialise in creating eCommerce products that help online retailers to drive revenue growth and increase conversion rates.

We operate a number of rapidly growing business units in the WordPress and WooCommerce ecosystems including CommerceGurus and Create and Code.

Thanks to this rapid growth we are now hiring Customer Support Engineers (Fully remote, part-time and full-time).

About the role

As a CommerceGurus Customer Support Engineer, helping people is your passion. You’re inspired by a desire to educate and teach others about the possibilities of WordPress, WooCommerce and eCommerce in general.

Maybe you’ve developed your own support philosophy by reading books like Delivering Happiness or Exceptional Service, Exceptional Profit. Perhaps you’re a contributor in an online support community such as the WooCommerce forums or WordPress.org forums.

Our goal is to build relationships based on trust which result in happy, passionate, loyal customers and colleagues. We do this through listening to their needs and guiding them to the fullest use of the products we offer. We are looking for people with the right mix of compassion, writing skills, and technical knowledge to get the job done.

As a CommerceGurus Customer Support Engineer, your day-to-day work will include:

Answering customer support requests related to WordPress, WooCommerce Core and Extensions and/or themes and plugins.
Troubleshooting customer sites and resolving product issues
Identifying and reporting bugs
Spotting and acting upon request trends and customer feedback
Documenting tutorials, faqs on a constant basis to improve training materials for clients and internal team members as well.
Working to continuously improve all product and support channels
Being an active member of a global team that provides 24/7 support to our users
Building a community of support by sharing knowledge and insight amongst team members around the world

A CommerceGurus Customer Support Engineer has:

Patience, grace, and a sense of humour
Excellent writing and communication skills
Motivation to learn
Excellent problem solving skills

Required skills

Working knowledge of WordPress, WooCommerce, PHP, HTML, CSS and Javascript
Working knowledge of modern web performance optimization best practices including Core Web Vitals and Google page experience signals
Customer Support Engineers must be fluent and eloquent in written English. If you know additional languages, be sure to tell us!

Perks

Fully remote.
Flexible working hours. We focus on delivering results and achieving set targets. As long as you work full hours and it’s done well and on-time, you work when you want.
Flexible vacation time. Take time off when you need it.
Work with a small, highly experienced and friendly team who are passionate about eCommerce.
WordPress/Tech Conferences. We’re happy to cover the ticket price of relevant conferences.

Compensation

Salary for this position is completely dependent on your experience, location, technical skills, how well you can help us tackle the outcomes for this position and the competencies you can display as a member of this team. This is something we’re happy to discuss once you’ve gotten further along in the application process.

How to apply

Please send an email to [email protected] with:-

A 4-5 sentence introduction explaining why you think you would be a good fit for the role.
Links to relevant profiles and projects including LinkedIn, Github and WordPress.org profiles.
A copy of your CV/résumé.
Your preference to be considered for a part-time or a full-time position. (and if part-time, please specify the number of hours per week you are available and what days.)

Proofread! Make sure you spell and capitalize WordPress and WooCommerce correctly. We are lucky to receive hundreds of applications for every position, so try to make your application stand out.