Advanced Technical Care Representative

Summary

Join GoDaddy's Customer Happiness Engineer team and support over a million WordPress websites! This remote position involves shift work (7am-3pm or 2pm-10pm, with a potential 3rd shift) and requires strong written and verbal English skills, WordPress experience, and outstanding communication. You will troubleshoot technical problems, answer pre-sales questions, optimize support processes, and help improve the customer experience. The role also includes maintaining financial accounts and monitoring social media for customer issues. While a basic understanding of PHP, HTML/CSS, and experience with SaaS or downloadable software is preferred, it's not mandatory. GoDaddy offers a comprehensive benefits package.

Requirements

• Strong Written and Verbal English skills
• Experience with WordPress
• Outstanding written communication and interpersonal skills
• Boundless curiosity for our products and our customers

Responsibilities

• Assist customers by troubleshooting technical problems and escalating to the engineering team as needed
• Answer pre-sales questions and other feedback from customers
• Document and optimize our support process to improve customer satisfaction
• Help our product, engineering, and marketing teams identify areas where we can improve the customer experience
• Maintain financial accounts and billing processes by processing customer adjustments
• Monitor social media and forums where customers may have questions or issues with our products and get them the help they need
• Write technical documentation and other content when needed

Preferred Qualifications

• A basic understanding of PHP
• A basic understanding of HTML / CSS
• Experience supporting SaaS products
• Experience supporting downloadable software (especially in the Linux / Apache / MySQL / PHP stack)
• Experience with WooCommerce (or other eCommerce platforms)

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