Support Engineer

Web.com Canada, Inc.; Cebu City; Hybrid; PHP 279,000 - 502,000; Full time

Benefits offered by this job

HMO benefits - 200k MBL with two free/

Punctuality Bonus

Generous Vacation policy

Job summary

Bluehost is seeking a Support Engineer in Cebu City. You will handle chat and email inquiries, delivering timely, helpful assistance on WordPress and Shopify topics while addressing payments and account questions.

You’ll upsell relevant products where appropriate and collaborate with the team using Slack, Jira, and Confluence. Hybrid work and on-site presence are required.

Qualifications

• 2+ years in customer service with hands-on WordPress experience.
• Experience supporting Shopify is a strong advantage.
• Willing to work on-site with shifting/hybrid schedule.
• Proficient in English, written and spoken.
• Familiar with Jira, Confluence, Help Scout or similar tools.

Responsibilities

• Answer questions via chat and email, ensuring timely and helpful support.
• Assist with topics from WordPress usage to payments and other admin questions.
• Identify opportunities to upsell or cross-sell relevant products.
• Collaborate with colleagues via Slack and other channels.

Skills

Customer support

WordPress

Shopify

Live chat

English communication

Upselling

Team collaboration

Slack

Tools

Jira

Confluence

Help Scout

Job description

Who we are.

At Bluehost, we believe all small businesses deserve the opportunity to succeed online. Our mission is to give small businesses the confidence to think big. We're the all-in-one platform for small businesses to grow online with powerful simplicity, premium performance, AI-powered solutions, and human support.

Yoast is growing, and because of that, we're looking for a Support Engineer. Yoast is, next to WordPress, also available on Shopify. We are looking for a new member of the team who is experienced in Support and/or knows their way around either of the two platforms.

What you'll do & how you'll make your mark.

You'll answer questions over chat, and email, ensuring that support requests are addressed in a timely and helpful manner.

• Proven experience in providing excellent customer service and technical support.
• You'll assist with a wide range of topics; from the best way to use Yoast products to administrative questions around payments, and everything in between.
• You'll identify opportunities to upsell or cross-sell relevant products or services that align with the customer's needs.

Who you are & what you'll need to succeed.

• Must be willing to work on-site and shifting schedule .
• Proficiency in English , both in verbal communication and written expression.
• At least 2 years of customer service experience , with strong hands-on experience in WordPress .
• Experience supporting customers on Shopify or working hands-on with the Shopify platform is a strong advantage.
• Prior experience in sales is considered a plus.
• Comfortable handling customer inquiries via live chat , with the flexibility to switch to Email and Video support as needed.
• Experience in other CMSs like TYPO3, Joomla, Wix and other content management tools is a bonus.
• Familiarity with tools such as Jira, Confluence, Help Scout or similar platforms is an advantage.
• You're not afraid to ask your colleagues for help in Slack.

Why you'll love us.

Work-life balance. Our work is thrilling and meaningful, but we know balance is key to living well. This position currently follows a hybrid work arrangement, with designated onsite and work-from-home days.

We celebrate one another's differences. We're proud of our culture of diversity and inclusion. We foster a culture of belonging. Our company and customers benefit when employees bring their authentic selves to work. We have programs that bring us together on important issues and provide learning and development opportunities for all employees. We have 20 + affinity grous where you can network and connect with Newfolders globally.

We care about you. We are a family, and we care about you and your family's physical and mental health by providing competitive HMO benefits - 200k MBL with two free dependents upon regularization! We also give out Punctuality Bonus, Generous Vacation policy, and much more!

• competitive HMO benefits - 200k MBL with two free dependents upon regularization
• Punctuality Bonus
• Generous Vacation policy

Where can we take you? We're fans of helping our employees learn different aspects of the business, be challenged with new tasks, be mentored, and grow their careers. Unfold new possibilities with Bluehost #OTO D!

#Bluehost #LI-DB1

This Job Description includes the essential job functions required to perform the job described above, as well as additional duties and responsibilities. This Job Description is not an exhaustive list of all functions that the employee performing this job may be required to perform. The Company reserves the right to revise the Job Description at any time, and to require the employee to perform functions in addition to those listed above.