Description de l'emploi

About Laravel

Laravel is dedicated to providing developers with powerful tools to create outstanding web applications while fostering an inclusive and supportive worldwide community. As a team member, you'll contribute significantly to helping developers succeed and thrive within the Laravel ecosystem.

Job Overview

We are looking for a knowledgeable and compassionate Product Support Agent to serve as the primary contact for users. Your role will involve delivering prompt and accurate solutions to user questions to ensure a smooth experience across Laravel’s products like Forge, Vapor, Spark, Envoyer, and Nova. While expertise in all these tools is not mandatory, familiarity with at least one or two is highly beneficial.

You will also assist customers using Laravel Cloud and Nightwatch, guiding them through features and resolving any issues they face. This position requires availability during Pacific Time business hours (9 AM to 5 PM) and may be either contract-based or permanent.

Customer Success and Support Responsibilities

Respond to tickets promptly with clear, concise solutions addressing common queries
Engage professionally and empathetically with customers to foster positive interactions
Effectively prioritize issues to determine immediate solutions or escalate to higher-level support
Coordinate with team members to smoothly transfer more complex technical problems
Contribute to the company knowledge base and update saved replies to improve efficiency and consistency

Key Role Duties

Manage incoming support tickets using the current tool (Plain), ensuring timely triage and prioritization
Offer empathetic, accurate resolutions aiming to resolve issues on first contact while supporting complex cases
Identify, document, and report software bugs and feature requests, collaborating with engineering to implement fixes and improvements
Escalate advanced technical challenges to Level 2 support or the engineering team as needed
Collaborate closely with peers to solve challenging user problems and promote a supportive environment
Maintain knowledge resources and use saved replies for consistent customer support
Adapt to multiple support platforms, currently email with future potential for chat and phone support

Performance Metrics

Maintain customer satisfaction ratings of at least 96%
Resolve 80% of support tickets with the initial response
Achieve 100% compliance with service level agreements ensuring prompt replies and resolutions

Essential Requirements

Minimum of two years' experience in customer support, success, or similar roles supporting technical products
Excellent written and verbal communication skills, capable of explaining complex topics clearly
Adopt a customer-first attitude demonstrated by patience, empathy, and genuine support
Experience engaging with developer audiences, such as through developer content or relations, is a considerable advantage
Fluency in English is mandatory; additional language skills are highly prized to better serve a global clientele

Technical Competencies

Familiarity with PHP programming language and Laravel framework
Good understanding of web hosting and infrastructure concepts
Hands-on experience with installation and troubleshooting of technologies including Nginx, DNS, SSL, PHP, MySQL, and Redis
Basic knowledge of Ubuntu server administration and debugging is beneficial
Awareness of cloud computing principles and familiarity with providers, with AWS experience considered a plus

Additional Information

All applications, including CVs and cover letters, should be submitted in English to be considered.

Benefits

Works fully remotely within a globally distributed team
Opportunities to participate in Laracon conferences worldwide
Paid leave including vacation, sick days, and public holidays
Family leave options available for maternity and paternity
Potential to receive company equity
Welcome package with exclusive Laravel merchandise

Product Support Agent