Tier 2 Technical Support Specialist for WordPress Plugins

Fly Plugins is searching for a talented and friendly part-time technical support specialist to join our remote team and help our awesome customers do big things with our plugins.

Who Are We?

Fly Plugins is a team of dedicated, yet easygoing folks who develop premium extensions for WordPress. Our current plugin lineup includes the popular WordPress LMS plugin, WP Courseware, S3 Media Maestro, and Churnly. We have thousands of customers around the globe and we’ve been building, marketing, and supporting WordPress plugins since 2012.

Job Description

We’re looking someone who is willing to work remotely for approximately 10-15 hours per week. How these hours are distributed throughout the week is flexible, but we’d prefer that they’re distributed Monday through Friday if possible.

This position will provide general, first-contact support to our plugin users. This also includes thoroughly troubleshooting issues customers may have with installation or use of our plugins through setting up a local development environment. This would also include thorough testing and some light coding. For example, it may require investigating code to locate a potential bug, creating filters and hooks to test functions, but does not require a solution to be coded. Many of the support requests we receive can be swiftly handled with one of our existing workflows, however, we do need someone who isn’t afraid to dig in and do some sleuthing when it’s required.

We communicate through Slack, Zoom, and HelpScout throughout the day and after the initial training phase we’ll always be available to answer questions or provide some follow-up and support where needed. We’ll have your back for more complicated or escalated issues as well and we’ll have regular check—in calls to see how you’re doing and how our customers are doing.

Tasks

  • Monitor and reply to questions within our HelpScout support desk regarding our plugins
  • Help users troubleshoot any plugin or theme conflicts related to our plugins
  • Identify bugs in our plugin and report them to the development team
  • Record customer feature requests to help us chart future development of the plugins

Job Requirements

  • Knowledge of WordPress and experience working with WordPress plugins
  • Experience with PHP, CSS, and HTML
  • Ability to set up a local environment to troubleshoot (MAMP, XAMPP, Local by WP Engine, etc.)
  • Ability to use FTP to access customer directories
  • Excellent English writing and communication skills
  • Patience, friendliness, and determination to help less technical users
  • Reliable, dedicated, good time-management skills, and the motivation to research solutions
Company
Fly Plugins
Job Type
Part Time
Location
Remote
How to Apply
Via web form