Support Engineer

Working at WPPOOL

Being a fully remote team, we focus on tasks instead of your time. In our remote work policy, we don’t supervise anyone. Instead, we look after the result. So, you have to be responsible for your work, set virtual boundaries in your mind to separate your personal and work life to get the most out of you, lead a productive work-life and thriving career with us.

We ensure psychological safety. You’re free to act, raise issues, make non-repeating mistakes without any fear of criticism and punishment. There is no stupid question.

Transparency and consistency in our communication are crucial in WPPOOL, as we’re a fully remote team. You have to make sure you communicate well and are consistent with it.

We work for life, not live our lives for work.

Requirements

In-depth knowledge of WordPress and WooCommerce.
Proficiency in HTML/CSS. Experience with modern web standards required (semantic markup, HTML5, mobile web).
Basic knowledge of JavaScript and PHP.
Familiarity with AI Tools – Understanding of AI-driven support solutions and automation.
Ability to Work with AI – Comfortable leveraging AI for troubleshooting, customer support, and process improvements.
Basic server management experience with tools and processes such as cPanel and PhpMyAdmin.
WordPress Theme or Plugin Customization (knowledge of template structure, general theming, and child themes).
Comfortable in Chrome Developer Tools (mainly for troubleshooting CSS, JS, and network issues).
Ability to run local test installations.
Excellent English written and verbal communication skills.
Self-starter, motivated & fast learner.
Excellent customer service skills.
Polite, patient, and helpful, even with impolite customers.
Quick Learning of New Technologies – Adaptable to emerging trends in AI and web technologies.
A can-do attitude.

Applicants with the following skills will be given preference

Prior experience working in a support-related role.
Proficient in product-related video making is a BIG PLUS.
Fluent in English speaking and writing.

Job responsibility

Support our customers via our support forum & ticketing system, and other communication channels.
Moderate support channels to make sure customers and potential customers receive an appropriate response within due time.
Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
Collaborate with developers and senior support team members to resolve complex issues.
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
Taking every opportunity to delight our customers and exceed their expectations so much that they HAVE to tell others.
Creating documentation, tutorials, and video recording to ensure users can run our product properly

Educational requirements

Degree is not required. But you must be well-versed in English. Good communicator and well-behaved.

Salary

15,000 – 25,000 BDT (Based on your experience)
Salary Review: Yearly

Benefits you’ll get

2 weekly holidays
Salary at due time within 5th every month.
Two festival bonuses (According to the company policy)
Training and learning materials to improve skills
Marriage, maternity, and paternity Leave
Medical allowance
Yearly tour to amazing places you might love
Team hangout every 3 months interval
Freedom at work and a friendly team
Performance bonus
Increment: Yearly

Job Nature: Full-time (remote)

No. of Vacancies: 1

Working hours

8 AM – 5 PM (But we’re very flexible regarding this)

Working days

Weekly: 5 days
Weekend: Friday, Saturday

Applications

Deadline: 31 Dec, 2023

Join our team