Technical Customer Support
at Thrive Themes

WordPress Support / Happiness EngineerWe are looking for 3 Technical Support / Happiness Engineers to join our team.Thrive Themes, is a rapidly growing and innovative software vendor in the WordPress themes and plugins space. We entered the market around 3 years ago and have been on a significant growth curve ever since.Today, we have a highly skilled team that are constantly pushing the boundaries of WordPress software development by releasing market leading software products. Our software gives online business owners a complete set of conversion oriented marketing tools to help them build better websites and get more leads and customers.Recently, we have been faced with a growing problem: many of our customers are in the US and because our team is located in Europe our response times to these customers’ requests are longer than we want them to be.This is where you come in!We are looking to hire additional team members for our technical support and customer communications team. As part of this team, you will be working closely with our customers and members, to help them solve technical problems and answer questions about our products. The support and communications team is also tasked with reporting bugs and communicating with the development and marketing teams about what kinds of issues our customers typically experience, what features they request and what kinds of questions they have.Skills that you must have for this position:* Fluently written communication in English with excellent spelling, punctuation, and grammar.* The ability to simplify sometimes complex instructions so that non-technical users are able to understand and follow along.* The ability to capture relevant screenshots and include them, where necessary, in the responses.* The ability to get familiar with new software and functionality quickly, without the need for a lot of handholding and instruction.* A thorough understanding of WordPress. To give you an idea of the level of understanding required, you’d be expected to know:- * How to add widgets to a sidebar * The difference between a post and a page * How to turn comments on/off on posts/pages * How to switch to a new theme * How to change menus and menu items * How to modify the permalink structure * How to add a new plugin* Basic knowledge of HTML, CSS, PHP and javascript (no development skills needed, but a basic understanding of how these languages interact to make websites work is very useful).* A knack for taking technical language and making it understandable.* A passion for solving tough problems and proposing elegant solutions.Other skills it would be nice if you had, but we can train you if you don’t:* Had a previous Customer Support experience.* A portfolio of WordPress websites that you've build.**If this seems like it’s a good fit for you then allow me to take a few minutes to tell you what we can offer in return:*** Freedom to get on with the job. We're not some giant company with dozens of people between you and a result. You'll be part of a small team that's trusted to get on and deliver.* Remote working, you can work anywhere in the US, as long as you cover the US timezone* A place in a fast moving software company with big ambitions and an exciting future ahead.* Books, just let us know what book you think that might help you grow your skills and we will get it for you.If this sounds like what you’re looking for? Great.To get this position you will have to join us between 20 of August and 8th of September, in Austin, Texas. You will get paid for this training and we will also cover the housing and flight for you. At the end of this training you should have all the skills you need to get started.Send us details of what you can and can’t do (be honest, it’s important) as well as a few details about who you are as a person and we’ll be in touch.**Besides the details mentioned above, your email should also contain answers to the following questions:**1. Where in the US are you located?2. Are you available between 20 of August and 8th of September for Thrive support procedures and products training sessions?The following are questions you might be asked by our customers. Please send us an example of an answer you would give in each of the following scenarios:3. When I attempt to install your plugin, I get this message from WordPress: “The uploaded file exceeds the upload_max_filesize directive in php.ini.” What can I do?4. Why is my blogpost on the homepage? I would like to have a different page there.5. What changes are needed on this page: in order for it to be a Landing Page?**APPLY FOR THIS POSITION**Send an email to and **add [Support Job] in the subject.** If you think you might be a good fit, **let us know why! Email your resume, a short paragraph about yourself, and answer the questions listed above.****Note: You should apply before 3rd of August 2017.**