NOW HIRING: WordPress – Customer Support

$30 per hour and minimum of 30 hours per week.

Our team is 100% remote and distributed across the world. We have team members in the US, Canada, Thailand, India, Ukraine, and Romania. It doesn’t matter where you live or what time zone you’re in.

Your main responsibility will be to reply to customers asking for help with WP All Export and WP All Import. You need to love to help others and be able to eeep it friendly even when dealing with difficult customers. You need to enjoy the whole process of turning anxious, confused, or angry customers into happy ones. You must be an excellent writer. We want our support replies to be friendly, easy to understand, and concise.

Flexibility:

We are a small team, but we try to give everyone as much flexibility as possible. Flexibility means that you can work in the mornings, or the evenings, or both, or in the middle of the night, or whatever. It means you can take two weeks off to go on a trip. It means you can wake up and decide you don’t feel like working and take the day off without telling anyone.
It doesn’t mean you can work 50hrs one week and then 5hrs the next. It doesn’t mean that you can work two 15 hour days and then take the rest of the week off.

Responsibilities:

  • Responding to customer support inquiries
  • Adding to and improving our documentation
  • Creating video tutorials/screencasts using Camtasia
  • Aggregating customer feedback and assisting us with development/product roadmap decisions
  • Writing concise bug reports based on support tickets that are a result of bugs in WP
  • All Export or WP All Import
  • Testing development versions of WP All Import and WP All Export
  • Developing add-ons for WP All Import

Requirements:

The only thing we care about is an ability to provide high-quality customer support to our clients. The more of these boxes you can tick the better, in descending order of importance:

  • Minimum availability of 30 hours per week.
  • Expert-level WordPress knowledge. Extensive experience with WordPress including troubleshooting, debugging, plugin development, and WordPress MySQL database structure.
  • At least intermediate-level PHP knowledge. Ability to write PHP functions, work with arrays, and make use of our API: http://www.wpallimport.com/documentation/developers/execute-php/, http://www.wpallimport.com/documentation/developers/action-reference/, and http://www.wpallimport.com/documentation/addon-dev/overview/
  • Fast and hands on learner. Able to quickly become familiar with our software and learn new things about WordPress, PHP, and related technologies.
  • Experience with WooCommerce.
  • Familiarity with XML and CSV file formats, phpMyAdmin, XPath, debugging and troubleshooting WordPress themes and plugins via FTP, and cPanel and other web hosting control panels.
  • Experience providing customer service before – either for another company, or your own products or your own clients. Being a freelance WordPress developer counts. You don’t specifically need to have a job in support.
  • Attends WordCamps, meetups, or other industry conferences.
  • Experience working remotely as part of a distributed team.

How To Apply:

Send an email to inbox@soflyy.com. Use ‘Hiring – Customer Support’ as the subject of your email. Your email should contain the following information, divided into sections:

1. Relevant Skills & Experience

Write a paragraph or two introducing yourself and describing your experience with WordPress. Please describe and include links to your work that you are most proud of, along with a few links to code you have written (on your GitHub account, in a Gist, a plugin, etc). Most people don’t have any code samples or plugins on WordPress.org, so if you do that’s an easy way to stand out.

2. Writing Samples

Please send writing samples in the body of your email – no attachments. The easiest way to stand out is to have succinct yet warm replies, and links to documentation or a screenshot where helpful. The primary reason we pass on candidates is that their replies are too long, even if they are factually correct.

A customer wants to use WP All Export to create an XML feed from their WooCommerce products. Write back and explain to them how they can create an XML feed that looks like this:

<?xml version="1.0" encoding="UTF-8"?>
<products>
 <product>
  <title>Tomato</title>
  <price>1.99</price>
  <images>
   <image>http://mywebsite.com/wp-content/uploads/tomato1.jpg</image>
   <image>http://mywebsite.com/wp-content/uploads/tomato2.jpg</image>
   <image>http://mywebsite.com/wp-content/uploads/tomato3.jpg</image>
  </images>
 </product>
 <product>
  <title>Potato</title>
  <price>.59</price>
  <images>
   <image>http://mywebsite.com/wp-content/uploads/potato1.jpg</image>
   <image>http://mywebsite.com/wp-content/uploads/potato2.jpg</image>
  </images>
 </product>
</products>
  • A customer has e-mailed the support desk stating they have a CSV file of products, including two columns – sale_price and regular_price. The customer wants to only import products where the sale price is discounted more than 30% from the regular price. Write back explaining how to do this. Hints: http://www.wpallimport.com/documentation/advanced/filtering-with-xpath/ and https://www.w3schools.com/xml/xpath_operators.asp (div operator)
  • A customer an Excel file and wants to know if WP All Import can import the data. You’ve looked at their spreadsheet and determined that WP All Import will be able to import the data.
  • A customer wants a refund but is outside of our 30 day money back guarantee.

3. Use WP All Import

Use WP All Import by creating a debug installation of WP All Import at http://www.wpallimport.com/debug and then import the following file as WooCommerce variable products. Include the login details for the /debug site in your e-mail. Import this file: http://www.wpallimport.com/wp-content/uploads/2014/12/BurtonSacks.csv

Hint: http://www.wpallimport.com/documentation/woocommerce/variable-products/
Write a PHP function and add it to the Function Editor. Pass the product color through your function – it should change:

‘Fish Blanket’ to ‘Shrimp Blanket’
‘Digi Plaid’ to ‘Sgt Bilko Brown’
‘Rasta’ to ‘Pasta’

Hint: http://www.wpallimport.com/documentation/developers/execute-php/

What are your chances of getting this job?

If you do a good job with the writing samples then your chances are good. We want the writing samples to be clear, friendly, concise, and free of spelling and grammar errors. The previous times we’ve posted this job the vast majority of applicants either got the answers wrong, made spelling errors, wrote long replies, or were otherwise unable to meet our standards.

 

 

 

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