Messaging WordPress Advanced Support Guide
Job Summary
Job Description
The Messaging WordPress Advanced Support Guide role at GoDaddy involves supporting WordPress customers primarily through chat. The primary responsibilities include providing first-contact resolution to customer inquiries, offering professional consultations on GoDaddy products and services, and assisting with new purchases. The role requires effectively responding to customer inquiries about product and service offerings, renewal options, and cross-selling additional products/services while assisting customers with their WordPress needs. You will take ownership of customer service questions, provide technical feedback, and interact with various departments to properly handle customer issues. You will also consult with customers to match GoDaddy products/solutions to their goals and build trust while meeting quality and production standards. You will address customer technical concerns by guiding them through control panels for Content Management Systems like WordPress, cPanel, Plesk, and GoDaddy custom interfaces and troubleshooting issues using FTP, cPanel, Plesk, and MySQL.
Must have:
- Advanced knowledge of WordPress, including plugin and theme troubleshooting.
- Ability to access and manipulate MySQL databases.
- Understanding of Content Management Services such as WordPress.
- Ability to research issues in Linux and Windows hosting environments.
- High school diploma or equivalent work experience.
Good to have:
- Sales experience.
- Experience owning and/or operating a small and/or midsize business (SMB).
- Ability to work in a dynamic, changing environment.
Perks:
- Paid time off
- Retirement savings (e.g., 401k, pension schemes)
- Incentive eligibility
- Equity grants
- Participation in an employee stock purchase plan
- Family-friendly benefits including parental leave.
3 skills required
Job Details
Location Details: Serbia - Remote
At GoDaddy the future of work looks different for each team. Some teams work in the office full-time; others have a hybrid arrangement (they work remotely some days and in the office some days) and some work entirely remotely.
This is a remote position, so you’ll be working remotely from your home. You may occasionally visit a GoDaddy office to meet with your team for events or meetings.
Working hours: 24/7 rotating shifts - including some night working
Start Date: 16th June
WordPress Advanced Support Guides support GoDaddy’s WordPress customers on multiple channels, primarily via chat. You will be the first point of contact and provide professional consultations to customers. Your interactions will range from questions about current GoDaddy products/services to making new purchases. You will effectively respond and provide information to customers regarding new product and service offerings, product renewal options, and will cross-sell additional products/services while helping our customers with their WordPress needs.
What you'll get to do...
- Take ownership of customer service questions, researching and providing first-contact resolution for issues of moderate complexity.
- Provide technical feedback on processes and procedures to reduce customer concerns.
- Interact with, and communicate effectively across, departments within various levels of the organization to properly handle customer issues.
- Work in multiple systems, including but not limited to Chat and CRM systems.
- Consult with customers about their business needs by matching GoDaddy products and/or solutions to their online goals, all while providing first-contact resolution.
- Build trust, interact, and communicate effectively with various levels of the organization, while meeting department quality and production standards.
- Address your customer’s technical concern by walking them through control panels for Content Management Systems, as well as cPanel, Plesk, and GoDaddy custom interfaces.
- Troubleshoot and correct issues by utilizing FTP, cPanel, Plesk, and MySQL
Your experience should include...
-
- Advanced knowledge of WordPress, including the use of plugins, themes and how to effectively troubleshoot common WordPress errors
- Ability to access and manipulate MySQL databases
- An understanding of Content Management Services such as WordPress
- Ability to research and investigate issues using multiple systems and to provide support to customers in both the Linux and Windows hosting environments
- A high school diploma, or equivalent work experience
You might also have
- Sales experience
- Experience owning and/or operating a small and/or midsize business (SMB)
- Ability to work in a dynamic, changing environment, while quickly learning and adapting to new processes and systems
We've got your back... We offer a range of benefits that may include paid time off, retirement savings (e.g., 401k, pension schemes), incentive eligibility, equity grants, participation in an employee stock purchase plan, and other family-friendly benefits including parental leave. GoDaddy’s benefits vary based on individual role and location and can be reviewed in more detail during the interview process.
We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.
We also embrace our diverse culture and offer a range of Employee Resource Groups (Culture). Have a side hustle? No problem. We love entrepreneurs! Most importantly, come as you are and make your own way.
About us... GoDaddy is empowering everyday entrepreneurs around the world by providing the help and tools to succeed online, making opportunity more inclusive for all. GoDaddy is the place people come to name their idea, build a professional website, attract customers, sell their products and services, and manage their work. Our mission is to give our customers the tools, insights, and people to transform their ideas and personal initiative into success. To learn more about the company, visit About Us.
At GoDaddy, we know diverse teams build better products—period. Our people and culture reflect and celebrate that sense of diversity and inclusion in ideas, experiences and perspectives. But we also know that’s not enough to build true equity and belonging in our communities. That’s why we prioritize integrating diversity, equity, inclusion and belonging principles into the core of how we work every day—focusing not only on our employee experience, but also our customer experience and operations. It’s the best way to serve our mission of empowering entrepreneurs everywhere, and making opportunity more inclusive for all. To read more about these commitments, as well as our representation and pay equity data, check out our Diversity and Pay Parity annual report which can be found on our Diversity Careers page.
GoDaddy is proud to be an equal opportunity employer. GoDaddy will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements. Refer to our full EEO policy.
Our recruiting team is available to assist you in completing your application. If they could be helpful, please reach out to myrecruiter@godaddy.com.
GoDaddy doesn’t accept unsolicited resumes from recruiters or employment agencies.
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At GoDaddy, we’re on a mission to radically shift the global economy toward small businesses. Every day, we help over 20 million customers grow expertly by making it easy to start, run, and sca
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