Rocket.net

Support Engineer

• Be the first point of contact for our customers whenever they have any issues on their websites. Being the first point of contact, its really important for us that you provide an excellent experience to the customer by taking ownership of any issues reported by our customers and see problems through to their quick and effective resolution.
• Provide customer support through Live Chat, Tickets and Slack.
• Ensure all SOPs are followed and proper escalation procedures are initiated for unresolved issues to the appropriate internal teams.
• Help customers by going beyond the scope, diving deep into their WordPress issues and helping them troubleshoot and fix common WordPress issues.
• Write KBs and technical articles for our blog to further distribute knowledge within the community.
• Convert recurring issues into feature requests for the development team and be the customer’s voice in the company to help improve the product.
• Assist our customers with migrating their WordPress site’s to Rocket.net.
• Provide critical assistance when it comes to pointing DNS to Rocket.net.
• Provide customers with a “WOW!” experience.

WordPress Support Engineer