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NitroPack (a WP Engine Company) is a fast-growing SaaS that specializes in website performance optimization. Our platform is trusted by over 200,000 businesses worldwide. We are on a mission to make the web faster and improve user experience for all visitors.
Right now, we're looking for an experienced Customer Support Specialist. If that sounds like you, read on.
The Customer Support Specialist position is vital to the success of our customers. We are looking for ambitious and energetic A players, excited to be in a high-learning environment and to contribute to our international growth. As NitroPack's Customer Support specialist you will onboard, consult, and support our international customers to grow their business through site performance.
Tasks and responsibilities:
Effectively respond to selected customer inquiries, quickly and efficiently
Consult and onboard customers and help them become experts on how to use NitroPack effectively
Channel critical customer feedback and requests to other company departments;
Coordinating with both Tech and Business units to make sure NitroPack's customers are happy with the service
Communicating with customers through chat and email
Provide Level 1 support to incoming queries
Work on Rotation Shifts - 5 working days x 8 h per week, for a total of 40h per week. Includes some weekends; Typical shifts: 08:00 - 17:00 / with 1h break /, 10:00 - 19:00 / with 1h break/, 13:00 - 22:00 / with 1h break/.
Main experience and skills:
Excellent written and spoken communication skills in English
At least 1 year of work experience in a Customer Service role
Ownership, positive attitude, energy, openness to feedback, comfortable with a fast-changing environment
Bonus: Experience with Site optimization / SEO / Web development
Being able to read and identify issues in HTML/JS/CSS
DNS
CDN knowledge. Good understanding of how content delivery networks work.
Familiar with web caching systems
Good understanding of networking basics - TCP/IP, DNS etc.
What we offer:
Company Stock Options (Every employee is an owner in the company)
Health Benefits (100% Paid Employee Medical, Dental, and Vision)
Generous Vacation Time - 30 days. This includes 25 days PTO, 4 Wellness days and 1 extra day for your Birthday(Who doesn’t like time off)
Home Office Stipend
180 BGN Re:Benefit monthly budget - incl. food vouchers, Multisport etc.
Free food/soft drinks in the office
Free lunch in the office every Thursday
Refer-a-friend program
Team building events in and outside the country
On-going education through LinkedIn Learning, Workday Learning and our Career Growth Portal
Home office and flexible hours
Free annual subscription to Calm
At WP Engine, we strive to have the broadest possible view of diversity, going beyond visible differences to include the background, experiences, skills, and perspectives that make each person unique. WP Engine is proud to be an equal opportunity workplace and is committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other basis protected by federal, state, or local law.