Advanced Technical Care Representative

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.​

Remote: 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.  

Shifts: This role involves shift working. In total, there will be 2 shifts. Currently 7am - 3pm (first shift) and 2pm -10pm (2nd shift). Potentially: 3rd shift could be implemented in the future

What you'll get to do...

This position will be supporting our team at GoDaddy, where we help Web Professionals grow and manage their businesses using ManageWP and GoDaddy Pro platforms. We’re looking for a friendly, talented Customer Happiness Engineer to join our team and help support 1+ million WordPress websites. You’ll be the first point of contact for hundreds of thousands of web professionals, helping them solve their problems and answering their questions

• Assist customers by troubleshooting technical problems and escalating to the engineering team as needed
• Answer pre-sales questions and other feedback from customers
• Document and optimize our support process to improve customer satisfaction
• Help our product, engineering, and marketing teams identify areas where we can improve the customer experience
• Maintain financial accounts and billing processes by processing customer adjustments
• Monitor social media and forums where customers may have questions or issues with our products and get them the help they need
• Write technical documentation and other content when needed
• We’re aiming for you to have broad knowledge (mile-wide, inch-deep) and work closely with product & engineering teams to tackle more technical or in-depth questions that go beyond your knowledge

Your experience should include...

• Strong Written and Verbal English skills
• Experience with WordPress
• Outstanding written communication and interpersonal skills
• Boundless curiosity for our products and our customers

You might also have...

• A basic understanding of PHP
• A basic understanding of HTML / CSS
• Experience supporting SaaS products
• Experience supporting downloadable software (especially in the Linux / Apache / MySQL / PHP stack)
• Experience with WooCommerce (or other eCommerce platforms)

We've got your back...  We offer a range of total rewards that may include paid time off, retirement savings (e.g., 401k, pension schemes), bonus/incentive eligibility, equity grants, participation in our employee stock purchase plan, competitive health benefits, 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. 

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.