About the Role
In this role, you will be the face of the company and help our customers solve their problems. Our product helps website admin keep the gears of the website well oiled, and when something breaks, they get stressed. You will be there to help with clear solutions, a calm demeanour and lots of empathy.
Customer support is a cornerstone of BlogVault, and we want to give our customers the best possible experience. Sometimes that entails solving technical issues; other times it is advising them to upgrade to a plan with more features. In all cases, we guide them to success.
Responsibilities:
- Talking to Customers through email over different issues they might encounter.
- Going through & understanding internal system logs to debug issues.
- Report bugs raised by customers and any bugs you have found in our product to the Engineering/DevOps team and follow up with them. Help with Bug tracking.
- Creating KB Article & FAQs regularly.
- Communicating with the Solution Design/Devops/Product Development teams & providing them with feedback from the customers.
Required skills (must-have)
- A strong understanding of WordPress, websites, and website hosting, and a desire to learn more.
- A strong understanding of the Web; including familiarity with HTML, CSS, PHP, MySQL, HTTP;
- Excellent written and oral communication skills with the ability to review client requests and provide the required technical details in an easy-to-understand manner.
- Great Debugging skills that can help pick up big issues & break them into smaller manageable pieces with good solutions.
- Proficiency in English & being able to communicate in it.
- Excellent Time Management & Multi-tasking skills.
Good to have (++++)
- Experience working in a customer-facing role, including support and training;
- Familiar with cPanel, FTP and phpMyAdmin.
- Basic understanding of HTML, CSS, and command line/terminal.
About Us
Websites are critical to every business. They need to be better to stand out in a crowd. That means, they need to be faster, better, safer. In short, they need to be high performance.
At BlogVault, we are building the foundation necessary to make high performance websites. Starting with backups, we have evolved our platform to cover every major need of business critical websites including security, speed, analytics and more.
We are a completely bootstrapped company with millions of dollars in revenue and growing faster than ever. We are trusted by 10,000+ paying customers, including some of the largest companies and the most recognised brands in the world. We also have long lasting partnerships with all the major companies in our ecosystem. Our customers rely on us to power their businesses, and we take that trust very seriously.
Who will be a good fit for our company?
We have achieved this scale with a very small, but dedicated team. If you are self-driven, like challenges, and enjoy taking ownership, BlogVault is a great place to work. Our products add value to the world. We solve real problems for people. We celebrate when customers use our products, and love us enough to recommend them to others. If you want to build something great, you will fit right in.
Every member of our team has grown with the company. Today, every single person is ahead of their peers in learning and compensation. Since we have built this company as a team, we make sure to recognise everyone’s contribution with a generous profit sharing program. Every person benefits from the growth of the company.
We have come a long way, but there is still a lot to achieve. If you want to be part of something great, BlogVault is the place to be.
