Product Support Agent - Laravel

At Laravel, we are committed to creating tools that empower developers to build exceptional web applications while nurturing a supportive and inclusive global community. By joining our team, you’ll play a pivotal role in helping developers succeed and thrive in their work.

We’re seeking an experienced and empathetic Product Support agent to be the first point of contact for our users, providing efficient and precise resolutions to inquiries and ensuring they have a seamless experience with Laravel’s ecosystem, including tools like Forge, Vapor, Spark, Envoyer, and Nova. While expertise in all these products isn’t required, familiarity with at least one or two is highly valued.

In this role, you’ll also assist customers with our LaravelCloud and Nightwatch products, guiding them through features and resolving challenges.

This role requires availability during Pacific time (9-5), and can be contract or permanent based employment.

Customer Success & Support at Laravel

Our Customer Success and Support team is dedicated to making every customer interaction a positive and empowering experience. They take pride in their ability to:

• Respond Quickly: Handle incoming tickets promptly, delivering clear and concise solutions to common customer inquiries.
• Foster Positive Interactions: Communicate with professionalism, empathy, and friendliness to ensure customers feel valued and supported.
• Triage Effectively: Identify which issues can be resolved immediately and which require escalation to Level 2 support.
• Collaborate Proactively: Work with teammates to ensure a seamless hand-off for more complex technical issues.
• Support Knowledge Sharing: Contribute to our knowledge base and improve saved replies to enhance efficiency and consistency.

The Role

As a Customer Support Agent, your responsibilities include:

• Ticket Management: Use our support tool (currently Plain) to efficiently triage, prioritize, and manage incoming tickets, ensuring timely responses.
• Customer Support: Provide empathetic and effective solutions to customer inquiries, aiming for first-contact resolution.
• Bug Reporting and Feature Requests: Identify and document software bugs or feature requests, collaborating with the engineering team to drive resolutions.
• Escalation Management: Escalate complex technical issues or bug reports to Level 2 support or the engineering team.
• Team Collaboration: Work closely with teammates to resolve intricate customer issues and foster a supportive environment.
• Knowledge Sharing: Contribute to and utilize our knowledge base and saved replies for consistent, high-quality support.
• Multichannel Support: Adapt to future support methods, including chat and phone support, alongside our primary email channel.

Success in this role is measured by:

• Maintaining a 96%+ customer satisfaction rating.
• Resolving 80% of tickets within the first response.
• Meeting 100% of SLA commitments.

Requirements

Experience & Skills

• At least 2 years of experience in customer support, customer success, or a similar role supporting technical products.
• Exceptional verbal and written communication skills.
• A customer-first mindset with demonstrated patience, empathy, and a genuine desire to help.
• Experience in developer content or developer relations is a strong plus.
• Fluency in English is required.

Technical Expertise

• Knowledge of PHP and the Laravel framework.
• Solid understanding of web application hosting and infrastructure.
• Experience with installing and troubleshooting technologies such as Nginx, DNS, SSL, PHP, MySQL, and Redis.
• Familiarity with Ubuntu server management and debugging processes is a bonus.
• Understanding of cloud computing concepts and providers; experience with AWS is a bonus.

Benefits

• Fully remote and globally distributed working environment
• Option to attend Laracon conferences around the world
• Paid time off (Vacation, Sick & Public holidays)
• Family leave (Maternity, Paternity)
• Company equity
• Welcome kit with custom Laravel swag