Remote Part-time Customer Support Agent

Are you a great Support Agent with proficiency in English?

Do you know your way around WordPress and WooCommerce? Do you love helping real people solve actual problems? Does working with a fun globalized team sound awesome to you?

We are looking for a part-time Customer Support Agent to join our fully remote, international team at Saucal. Apply now if you aspire to help thriving eCommerce businesses bring premium quality assistance to customers.

Who we are

Saucal is a web development partner for eCommerce businesses. We build, enhance, and maintain online enterprise and mid-size stores and extensions powered by the most popular eCommerce platform: WooCommerce for WordPress. We are certified WooCommerce experts and WordPress VIP Partners. Our team is made up of some of the best online store builders in the world, all of them process-driven, creative problem solvers. How good are we? WooCommerce uses us to help them with their products.

Our clients are digitally savvy brands who either don’t have the necessary in-house talent they need or who are already stretched to capacity (sometimes beyond). We integrate seamlessly with any team to give our customers the best experience and help them thrive. We bring the process to random, order to chaos, and calm to overwhelm.

What You'll Do

• Keep assistance-related conversations with end-users on a variety of support channels.
• Troubleshoot issues reported by end-users, follow up with them until they are resolved, and ensure their satisfaction once that’s done.
• Identify, document, report and track the issues found in supported software.
• Collaborate with Product Engineers to fix identified issues.
• Update internal documentation with information about technical issues and valuable discussions with customers.
• Build and maintain end-user documentation.
• Help improve processes related to your work and assist in the building of tools to optimize and automate them.
• Provide direct guidance and support to less experienced peers.

What You'll Need to Succeed

• Experience with different testing approaches.
• Proficiency in WordPress and WooCommerce.
• Understanding PHP, MySQL, JS, HTML, and CSS, enough to discuss identified issues with Product Engineers.
• Knowledge of support automation tools is not exclusive, but definitely a plus.
• Must give and take feedback well, always with an eye to helping our clients and bettering yourself and our team.
• Ability to work autonomously and to keep a consistent schedule.
• Excellent time management skills.
• Outstanding communication skills.
• Excellent written and spoken English.

Location

• 100% remote.
• Our usual office hours are flexible to accommodate your time zone. However, you are expected to work for 3 net hours per day with at least 1.5 hours within the EST/EDT time zone's business hours: 9 a.m. to 5 p.m. This is for collaboration with customers and team members.

What we offer

• We offer a competitive salary based on your experience.
• Paid vacations.

Additional information

• Saucal uses a time tracking software called Hubstaff.
• A computer with a webcam, a microphone, and a reliable internet connection are required. All applicants must bring their own device.
• Selected applicants will be asked to do a test task.
• Based on the test task evaluation, the successful applicant will be hired on a 3 months trial basis.
• You can learn more about us at saucal.com, or meet the team here.