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Support Expert

We have an exciting new opportunity to join our Avada team as a Support Expert to fulfill 40 hours per week and receive a market competitive USD hourly rate.

ThemeFusion is a leading company in the WordPress eco-system, manufacturing the Avada Website Builder, the ultimate design, and creation suite. We are also the #1 selling author on Themeforest for 9 consecutive years. We work extremely hard to improve our product even further and to push the boundaries of the page-building experience for our more than 680,000 customers.

As a support expert at ThemeFusion, you will work with a small, tight-knit, creative, and dedicated group of individuals who love WordPress and their customers. We are an online company with talented people from all over the world, who understand that we will always achieve more together. Everyone is willing to make sacrifices for each other and most importantly, we believe in what we are doing and diligently strive to better our product. We work with GitHub, chat on Skype, and have a flat hierarchy. We look for inspired individuals, happy to take initiative, and who like to work self-motivated and self-reliant.

The individual we are searching for has in-depth knowledge of WordPress, customer support, and customer relations. As a Support Expert, your primary focus is problem-solving and user guidance as you engage with our customer base in a professional, respectful, and friendly manner. Excellent communication skills and written English of high standard are mandatory. An extremely high patience level on a daily basis is required.

Responsibilities

  • Troubleshoot and resolve issues of Avada end-users, and provide guidance via an email-based support desk ticketing system.

  • Provide professional, respectful, and friendly replies to support tickets.

  • Be self-reliant and consistent in keeping your work schedule.

  • Maintain a positive and friendly atmosphere as a humble member of our team.

  • Take the initiative to improve your skills as a support expert continuously.

  • Work as part of a team to maintain support efficiency and focus on the lowest possible ticket response times.

  • Follow up with tickets in your queue in a timely manner.

  • Collaborate with teammates with skill sets that you excel in.

  • Report bugs and feature requests to the development team in a well-documented and detailed way via Github.

  • Participate in pre-release Beta testing to assist with quality assurance.

  • Follow instructions from our Support Manager and Senior team.

Requirements

  • A proven track record of working as a support technician/expert within the WordPress ecosystem.

  • Excellent communication skills with a high standard of written and spoken English.

  • In-depth knowledge of WordPress Core, themes, and plugins with a good understanding of all commonly used web technologies: JavaScript (jQuery), PHP, HTML, CSS, LESS.

  • Experienced in following git repositories.

  • Desire to keep up to date with the latest trends in the WordPress ecosystem.

  • Be highly organized, detail-oriented, self-motivated, and able to work toward deadlines.

  • Reliably maintain a 40 hour per week schedule, with consistency being a key focus.

  • Be collaborative as a team player with the ability to follow instructions, and contribute toward internal workflows.

  • Be willing to grow and help others.

  • Put forth the effort to better our product and team.

  • Present ideas and suggestions that can help improve Avada, teamwork, internal workflows, customer problem solving, customer relations, and general company growth.

  • Be able to communicate clearly and in detail, mostly through Skype live chats and tools like GitHub.

  • Ideally located in a Western Time Zone, helping us to balance a timezone gap within our team, however, other timezones can be considered.

Work Environment

  • Remote work in a communicative and friendly team.

  • Full time 40hrs a week.

  • Most of the work-time will be Monday through Friday, a few hours being required on weekends.

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