Customer Support Position – Sentree Hosting

Job Description

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 new, 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.
• 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.

Position Requirements

• 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 basic understanding of WordPress, websites, and website hosting, and a desire to learn more. We will provide additional training.
• Full-time availability from 9 am – 5 pm in a US timezone.

Desired Technical Skills

• WordPress site set up, migration, configuration of plugins and themes, and troubleshooting of website problems
• Ability to edit HTML/CSS (and 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)
• Git

Tools and Apps We Use

Development

• Git/Bitbucket
• Coda & Komodo Edit
• Linux command line
• Adobe Photoshop, Adobe XD, and Sketch

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
• $30,000 – $35,000/year starting salary with annual performance raises and bonuses

Apply Now!