Customer Support/Admin at aThemes

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About the job

We are looking for someone to help us deal with the emails we receive from our users who can also help us with the admin side of things that this entails. We use HelpScout to manage our shared inbox (experience with HelpScout not required as it’s very easy to pick up). Emails will come in and if you can deal with the email you should and if not you can assign it to me.

To give you an example of the kind of queries you’ll be dealing with: support requests (if you can’t answer it simply direct the user to our support forum: athemes.com/forums), refund requests (assign to me), questions about our pricing model, questions about licenses (we sell themes on a yearly license basis) and so on and so on.

About aThemes
aThemes (athemes.com) is a successful WordPress theme shop best known for our Sydney theme which is one of the most popular free themes on WordPress.org. We now have a collection of 7 premium and 19 free themes. There are a team of 7 people behind aThemes, including me (Charlie).

Requirements

  1. Fluent English
  2. Strong writing and communication skills
  3. Extensive experience with WordPress

Preferably you will have some customer support experience as your job will be to communicate with customers, so it is essential that you are friendly, patient and professional. You don’t need to be a coder but the more you know about WordPress the better. Familiarity with our themes or theming would be a plus. Any admin experience would also be a benefit, as some of what you will be doing will involve using our system to e.g. look up purchasing information, delete users, check the status of licenses, etc.

To sum up, we want to bring on someone with a customer-orientated mindset who knows and is enthusiastic about WordPress who can help us keep our customers happy by responding to their inquiries quickly and efficiently and with a friendly touch.

If this sounds like something you’d be interested in, please email me (charlie[at]athemes.com) to let me know why you think you’d be a good fit for the role and any relevant experience you have. It’d also be helpful to know your hourly rate expectations. I expect the role initially to take up about 4-7 hours per week depending on how busy we are.

This is a remote position, so you can work from anywhere in the world.

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