Happiness Engineer – Customer Support & Success ID-8413

Our software and services aim to provide a seamless experience, but when things don’t go as planned, our customers rely on us for help. Happiness Engineers are the frontline heroes ensuring we deliver the best experience for our users. Their role is crucial because they interact with our customers the most and make the biggest impression in their time of need.

Whether your background is in technical support, customer success, engineer or you’re someone who cares deeply about creating a world-class customer experience, we want to hear from you. Interested in learning more about how our team works? Check out what Happiness Engineers have to say about their work (https://happinessengineer.blog/).

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On a typical day as a Happiness Engineer, you will:

  • Work as part of our global team with a high degree of independence and accountability.
  • Assist a variety of customers by email, live chat, voice, and/or video calls. This might include technical troubleshooting with a developer, an educational walkthrough with an end user, or a consultative sales call with a mid-sized agency. 
  • Go beyond the immediate question to help our customers succeed with our products. 
  • Reach out to potential and existing customers to learn about their goals, experience with our products, and how we can ensure their continued success.  
  • Problem-solve, troubleshoot, dogfood, and test.
  • Embrace change and learn new things.  
  • Proactively recommend an idea that will help the customer be more successful.

What we’re looking for:

  • You have deep experience in technical support, engineering and/or customer success. Proficiency with WordPress is a big plus.  
  • You are an expert communicator and can quickly establish rapport with end users, developers, and agency clients alike. You must be able to write and speak fluently in English.
  • You’re an exceptional problem-solver and have great judgment. Your solutions not only fix immediate issues but also pave the way for sustained growth for our customers with our products and services.
  • You value accountability and are impeccable with follow-through. You stay professional and respectful in intense situations, comfortably de-escalate upset customers, and welcome critical feedback. 
  • You’re adaptable, curious, and excited by change. You love to learn new things!  
  • You care deeply about the customer experience, and you assume personal responsibility over every aspect of it.  
  • You are a strong cross-functional collaborator, excelling at raising issues internally and driving the follow-up to ensure resolutions.
  • As a member of a global team providing 24/7 support, you must be available for occasional weekend and holiday coverage.
  • Bonus Skill: You have experience with eCommerce or setting up a business.

An ideal candidate:

While the above skills are essential, an ideal candidate would also possess the following:

  • Experience as either a deep technical troubleshooter (“Tier 3” or other escalated support team), or a customer success representative or technical account manager for agency-level clientele. 
  • Experience creating and supporting WordPress websites, and with customizing WordPress themes and plugins using PHP, CSS, JS, and HTML.
  • If you have experience in sales or technical account management, we want to hear about it! Also let us know if you have experience in leadership in a technical or customer success field. 

If you're passionate about WordPress, love solving problems, and thrive in a dynamic environment where growth is the name of the game, we want you on our team!

Happiness Engineer – Customer Support & Success ID-8413

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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