13 day(s) ago

Customer Support Engineer

Negotiable Salary


Eastern Europe, Western Europe
English: Advanced, Upper Intermediate, Native Speaker
Experience: 3+ years
Employment: Full-time

SomewhereWarm

Athens
We are SomewhereWarm — a tiny, support-driven software team behind some of the most sought-after WooCommerce plugins in existence.

What drives us? Helping new entrepreneurs see their ideas grow and succeed with WooCommerce. What unites us? The courage to measure success not only through numbers; but through our capacity to learn, grow, and re-invent ourselves.

Responsibilities

As a Support Engineer at SomewhereWarm, you will be responsible for providing an amazing support experience to our customers. You will:

Help WooCommerce merchants succeed with our software using HelpScout.
Walk the fine line between user “wants” and needs, keeping an eye out for trends and valuable product insights.
Use critical thinking to identify and investigate bottlenecks and bugs.
Validate new features and fixes, and suggest improvements.
Your role will often require you to solve tricky riddles that go far beyond basic troubleshooting: To succeed, you will need:

some hands-on experience with front-end development; combined with
a deep understanding of what it takes to build trust and empathize in writing.
On your first few weeks with us, your new teammates will guide you through a training plan that has been designed to help you get up to speed with our products and operating procedures. In parallel with your main responsibilities, and depending on your experience, you will be encouraged to:

Learn more about front-end development and testing.
Help us refine our customer-driven culture.

Requirements

We are looking for a great writer and communicator with a highly developed sense of compassion and empathy. You:

possess native-level fluency in written English;
understand how to build trust through clarity and empathy in writing; and
are comfortable with written, asynchronous communication and self-directed work.
On a technical level, you:

understand how the web works and are comfortable with its core technologies;
have some professional front-end development experience; and
are not intimidated by your browser’s Developer Tools.
Bonus points if you have:

previously supported a software product;
worked with WordPress and WooCommerce.

Benefits

A flexible leave policy (paid up to 4 weeks/year);
Your own learning and development fund;
Top-of-the-line Apple hardware;
A calm atmosphere and laid back attitude that encourages you to do — and to be — your best;
The freedom to work from: a) home, b) your favorite coffee shop, c) a sunny beach, or d) our awesome office space in Athens, Greece.

Other information

At SomewhereWarm, we support a life well-lived, at work and away from it. We value autonomy and trust, and are passionate advocates of remote work. If you like the idea of joining a team to work and grow with, and not for, then Ilia, Jason, Maria, Chris and Manos would love to hear from you!

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