Customer Support Position – Sentree Hosting
We’re Sentree, a growing Managed Hosting and WordPress Maintenance company prioritizing excellent customer service. We are a remote team, but we maintain close ties and a collaborative team environment.
This full-time support team position is responsible for onboarding new clients and helping existing clients manage their websites. This role would include:
- Communicating with clients via email, live chat, and, occasionally, phone calls.
- Migrating new client websites to our platform (including website, DNS, email, and domain registration), as well as securing and optimizing the website.
- Troubleshooting for clients, implementing solutions, and/or providing easy-to-follow instructions so customers can handle issues themselves.
- Making changes to client WordPress websites (and occasionally ExpressionEngine, CraftCMS, custom PHP, or other CMS platforms).
- Writing and updating internal and client-facing documentation, support articles, and blog posts.
- Excellent written and oral communication skills, including the ability to interpret client requests and communicate technical details in an easy-to-understand manner.
- Ability to grasp technical concepts quickly and document that knowledge.
- A strong understanding of WordPress, websites, and website hosting, and a desire to learn more.
- At least 2 years of experience with WordPress and website hosting.
- Ability to be focused and self-disciplined in a remote work environment with at least 1 year working remotely.
- Full-time availability from 9 AM – 5 PM in a US Timezone (Pacific Time preferred but not required).
Desired Technical Skills
- WordPress site set up, migration, configuration of plugins and themes, and troubleshooting of website problems
- Ability to edit HTML/CSS/SCSS/PHP files by hand (using a text editor alongside SFTP for access)
- Linux command line
- DNS management, including adding and updating DNS records (specific understanding of SPF records is helpful)
Tools and Apps We Use
Communication & Collaboration
- HelpScout (email)
- Slack (team collaboration)
- Asana (task management)
- Toggl (time tracking)
- Slab (documentation)
- Google Docs (documents and spreadsheets)
Compensation & Benefits
- Remote work environment
- Reimbursement for cell phone
- Paid vacation and sick days
- Parental leave
- Health insurance
- Career progression
- $35,000 – $40,000/year starting salary with annual performance raises and bonuses