Welcome to MODX: Empowering Businesses with Exceptional Website Solutions
At MODX, we're passionate about helping growing businesses succeed with our innovative website platform, MODX Revolution. As a fully remote organization with over a decade of experience, we've built a reputation for delivering exceptional customer support that sets us apart from the rest. Our customers are at the heart of everything we do, and we're committed to providing them with the best possible experience. We're now seeking a talented Technical Support Specialist to join our team and help us continue to deliver outstanding support to our customers in the Americas.
About the Role: Technical Support Specialist (Remote) Americas
As a Technical Support Specialist, you'll play a vital role in our customer support team, providing top-notch assistance to our customers via phone, email, and chat. You'll be responsible for resolving technical issues, answering questions, and providing guidance on our products and services. If you're a tech-savvy individual with excellent communication skills, a passion for problem-solving, and a customer-centric approach, we'd love to hear from you.
Key Responsibilities:
- Provide exceptional technical support to customers via phone, email, and chat, ensuring timely and effective resolution of issues
- Collaborate with internal teams, including sales, marketing, and development, to resolve customer complaints and improve our products and services
- Develop and maintain a deep understanding of our products and services, including MODX Revolution, MODX Cloud, and other related technologies
- Create and maintain accurate and up-to-date documentation, including knowledge base articles, user manuals, and troubleshooting guides
- Participate in ongoing training and professional development to stay current with industry trends, new technologies, and best practices in customer support
- Work closely with our development team to identify and report bugs, suggest improvements, and collaborate on new feature development
- Provide feedback and insights to our product and marketing teams to help inform product roadmap and marketing strategies
Essential Qualifications:
- Native-like English fluency, both written and spoken
- Reliable, high-speed internet access, a reasonably modern computer, and reliable electrical infrastructure
- Excellent communication and interpersonal skills, with the ability to work effectively with customers, colleagues, and stakeholders
- Strong problem-solving skills, with the ability to analyze complex technical issues and develop creative solutions
- Experience working with website platforms, content management systems, or related technologies (MODX experience a plus)
- Ability to work independently in a remote environment, with minimal supervision
- Strong attention to detail, with a focus on delivering high-quality results and exceptional customer experiences
Preferred Qualifications:
- Experience working with MODX CMS, HTML, CSS, JS, PHP, and MySQL
- Familiarity with SSH, command-line interfaces, and server management
- Knowledge of Ubuntu, nginx, and HA (high availability) configurations
- Experience with customer support software, such as Zendesk, and project management tools, such as Basecamp
- Ability to speak multiple languages, including Dutch, German, or Russian
- Experience working in a remote team environment, with a strong understanding of asynchronous communication and collaboration tools
Skills and Competencies:
- Technical skills: website development, content management systems, HTML, CSS, JS, PHP, MySQL, SSH, command-line interfaces, server management
- Soft skills: communication, interpersonal, problem-solving, time management, attention to detail, customer-centric approach
- Tools and software: Zendesk, Basecamp, Slack, video conferencing tools, asynchronous communication and collaboration tools
Career Growth Opportunities and Learning Benefits:
At MODX, we're committed to helping our team members grow and develop their skills and careers. As a Technical Support Specialist, you'll have access to ongoing training and professional development opportunities, including:
- Regular training sessions on our products and services, including MODX Revolution and MODX Cloud
- Access to industry conferences, workshops, and webinars to stay current with the latest trends and technologies
- Mentorship and coaching from experienced team members and leaders
- Opportunities to take on new challenges and responsibilities, including leadership roles and special projects
- A culture of continuous learning and improvement, with a focus on innovation and experimentation
Work Environment and Company Culture:
At MODX, we're proud of our remote work environment, which allows us to attract and retain top talent from around the world. Our company culture is built on the values of respect, trust, collaboration, and fun, and we're committed to creating a positive and inclusive work environment that supports the well-being and success of all team members. Some of the benefits of working at MODX include:
- Flexible work arrangements, including remote work and flexible hours
- Unlimited paid time off and vacation, as long as your work gets done
- Medical, dental, and vision insurance for you and your family (US-based team members)
- Free MODX Cloud hosting service for you, your family, and friends
- Paid travel to MODX Community events and conferences
- Funding support to improve your home office, upgrade your computer, or attend industry events
Compensation, Perks, and Benefits:
We offer a competitive salary and benefits package, including:
- Above-average pay, based on your location and experience
- Full-time W-2 employment or contractor status, depending on your location
- Opportunities for professional development and career growth
- Access to the latest technologies and tools, including MODX Revolution and MODX Cloud
- A fun and supportive work environment, with a focus on collaboration and teamwork
Conclusion:
If you're a motivated and talented individual with a passion for customer support, technical problem-solving, and collaboration, we'd love to hear from you. As a Technical Support Specialist at MODX, you'll have the opportunity to work with a talented team of professionals, develop your skills and career, and contribute to the success of our customers and our company. Apply now and take the first step towards an exciting and rewarding career with MODX!
How to Apply:
To apply for this role, please submit your application, including:
- A cover letter, introducing yourself and explaining why you're interested in working at MODX
- A CV or resume, highlighting your relevant experience and skills
- Answers to three of the following support questions, demonstrating your technical knowledge and problem-solving skills:
- Does MODX Cloud offer non-profit or educational discounts?
- Can I get a download of my website?
- Do you support two-factor authentication (2FA) for signing in?
- How do I get my website into MODX Cloud?
- How do I install WordPress for a blog in MODX Cloud?
- Does MODX Cloud support email inboxes?
Email your application to [email protected], with the subject line "Your Next MODX Support Specialist". We look forward to hearing from you!
Apply Now