Remote Blogger Assistant Jobs (NOW HIRING)

Job Title: Customer Support Solutions EngineerLocation-Type: Remote - US BasedStart Date Is: ASAPDuration: Full time/ PermanentCompensation Range: $80 K 10% bonusBenefits: Eligible for Health, Dental, Vision, 401K, PTOMust be authorized to work in the U.S. This position is not eligible for sponsorship.Job Description:The Support Engineer will assist in supporting our publishers and work with our engineering team to launch new products. We are looking for someone who can develop the skills of a junior level developer to assist our support team in triaging bugs, onboarding new sites, and solving technical problems for our publishers, but this will be a support role and in addition to technical responsibilities you'll also be directly interfacing with customers.We are looking for someone who is comfortable explaining technical issues in non-technical ways as well as the ability to provide excellent service throughout stressful situations. Since this role will be working with publishers who may be dealing with difficult issues, we expect this person to be able to empathize with our publishers and help de-escalate situations.

Job Summary: 

• Troubleshoot and resolve support tickets from publishers
• Assist in educating publishers on technical concepts
• Explaining technical issues in non-technical ways
• Provide basic tweaks to publisher blogs
• Work with the support team to triage different technical problems
• Work with the development team on plugin rollouts
• Work with experienced engineers in diagnosing bugs and troubleshooting new features
• Move new publishers through the launch process from contracts to live ads on site
• Log into sites to assess bugs with our products or verify that a given bug is unrelated to our products
• Expand your knowledge of our products through both training and practical experience

Minimum Requirements: 

• Bachelor's Degree, preferred but not required
• Proven self-taught and/or on the job technical experience
• 2 years experience in a customer support role, preferred but not required
• Basic experience and familiarity with HTML and CSS
• Ability to collaborate well and work together remotely; keeping in touch when co-working on projects
• Excellent problem solving and troubleshooting skills
• Ability to empathize with publishers
• Excellent written and verbal communication skills with a passion for writing swift and accurate responses
• Ability to process feedback and process changes quickly and with a positive attitude
• Proven perseverance when resolving customer requests
• A passion for learning, sharing knowledge and commitment to ongoing performance progress
• A strong work ethic, positive attitude and are a dependable team player
• Strong attention to detail, taking your time to do things right the first time
• Excellent organizational skills, ability to juggle multiple things at once, ability to shift gears to take on new responsibilities, which can sometimes involve researching to become a subject matter expert
• A willingness to ask questions with the goal of retained training and broadening your understanding

Preferred Qualifications:

• Experience using DevTools for site inspections, assessments and debugging
• Familiarity with collaboration tools such as Slack, Intercom, GSuite, Trello, Github
• Previous experience in SaaS Tech support
• Experience with basic JavaScript & PHP
• Experience with transactional databases (SQL, mySQL, etc.)
• Technical experience within the Wordpress platform is preferred
• Experience working a bug lifecycle from identification to notification of a fix to end users
• Familiarity with other Content Management Systems (Blogger, SquareSpace, etc.)