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Posted Apr 19

WordPress Technical Support - Remote

​Modern Tribe
United States of America Full Time
Salary: $15 - $25 an hour - Contract


Our team is growing and we’re looking for a seriously support-loving person to add to the mix. We currently provide technical support for a growing suite of WordPress plugins through the forums we run and manage on our website, but have hit a spot where extra help building relationships with our customers will make a world of difference.

We’re looking for someone for around 10-15 hours a week to help us go the extra mile when customers reach out for help with the both the tech-y and less tech-y side of things, like bug reports, feature requests, product reviews, account access and questions about product features.

However, we won’t lie. This will be a fast-paced position where a successful person will be genuinely happy to help customers with a myriad of questions. There are more than 400,000 active installs of The Events Calendar running on websites around the world and many of them have questions that require timely assistance.

Support is at the center of everything we do here at Modern Tribe, we want you to help our community thrive.

Personal Competencies
  • Extremely outgoing and friendly attitude
  • Strong communication skills
  • Experience working as part of a remote team
  • Self-motivated, detail-oriented
  • Strong organizational skills
  • A methodical approach to all tasks
  • Ability to prioritize workloads and meet deadlines
  • Fluent English speaker

Knowledge and Experience
  • Strong communication and/or experience working as part of a remote team
  • A strong comprehension of PHP, CSS, HTML and JavaScript and can provide 4-5 original code samples to back it up. This is important because our products are highly technical, and you will not succeed without these skills.
  • A love for all things WordPress with a good understanding of its codebase and community
  • Basic familiarity with The Events Calendar, our main product. Bonus points for experience using any of premium add-ons, such as Events Calendar PRO.
  • Experience working with GitHub or other repo-sharing platforms. In other words, you can clone repos, pull branches and set up local WordPress installs without hassle.
  • Self-motivated, detail-oriented, strong organizational skills, with a methodical approach to all tasks
  • Ability to prioritize workloads and meet deadlines

Bonus Points
  • Have built your own WordPress plugins. Double bonus points if those plugins extend The Events Calendar.
  • Love doing video tutorials and have a home setup to do it
  • Have a proven track record providing support specifically for WordPress plugins, or have an active track record in the WordPress.org community

Responsibilities
  • Moderating the support inbox, ensuring customers and potential customers receive responses within 24 hours of submission
  • Field incoming feature requests and document them for consideration in the roadmap
  • Take point on the WordPress.org forums for our core plugin offerings
  • Testing bug reports locally and logging them in our projects system, with appropriate detail and testing instructions, when a bug is confirmed as legitimate
  • Pre-release quality assurance testing for every new release and product
  • Recording video walkthroughs highlighting plugin functionality
  • Creating tutorials, documentation, screencasts and other forum materials to help guide people to success
  • Writing snippets to solve one-off problems
  • Helping run regular user testing sessions
  • Being the voice of the community during roadmap discussions
  • Supporting product partners (other theme/plugin authors) and nonprofits

Location
Work from anywhere in the US or Canada; if you are in Central or South America, let’s talk. This will be a 100% remote position. If your working hours are in a timezone outside of the US range, but you work 4+ hours of overlap each day our team might be able to consider your application.

Compensation
Our hourly rate for this gig starts at $15-$25/hr, depending on experience, with opportunities for rate bumps on annual review. This gig is about 15-20 hours per week of work. This is a one time contract position, though we are always seeking longer relationships with kick-ass people.

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