WordPress Developer / Proactive Technical Support

Background
The Reliability Academy delivers world-class online training to clients and students across the globe. To date, we have helped 100+ companies, and trained 1000+ industry professionals, across 50+ countries in all major industries. Founded in 2018, we are headquartered in Brisbane, Australia but work virtually with most of our team based in the Philippines.


About Us
Our customers are in all parts of the world, from individuals to large multinational companies. We have big plans and are working to deliver our online training in 8-10 different languages to better serve our customers. We believe in being a force for good and that means:

- building a great company with a strong focus on our values and behaviours. We are building a small, but mighty team that truly enjoys working together and delivers a world-class product and experience to our customers.

- serving our niche to the best of our ability and reaching those less fortunate than us. To that purpose, we have launched the Road to Reliability™ Scholarship program enabling students in developing nations to access our training with a 75% Scholarship
aligning our company mission and vision to the United Nations Sustainable Development Goals

The company is growing with a small team of full-time and part-time contractors working across the Asia-Pacific region, currently all reporting to the Operations Manager, also based in the Philippines whilst our Managing Director is based in Brisbane, Australia. We deliberately hire talent in different regions of the world to keep costs down, create diversity, and build a multi-lingual team.


Role Purpose
This role is responsible for managing the back-end of our online operations which will include enrolling new students, reporting student progress, providing fast and effective customer support, updating and maintaining all course content in the Reliability Academy, and acting as a first point of call for minor website corrections and improvements. You will work closely with our Senior Developer. This role will likely take over data management in our CRM and email automation platform (currently ActiveCampaign, but likely to be Hubspot in the future) and provide administrative support to our Managing Director and Operations Manager.


Responsibilities
As our Virtual Assistant, your responsibilities will consist of:
- Enrolling new students, sending welcome emails, and generating client progress reports.
- Responding to all incoming support requests within 24 hours.
- Ensuring that all related forms of automated communication (welcome email, password reset, etc.) are working properly.
- Maintaining student data quality and completeness.
- Completing minor website edits and updates as directed by other members of the team or through proactive reviewing our websites regularly.
- Developing and maintaining SOPs relating to student management, enrollment, and website maintenance.
- Setting up new courses in the Reliability Academy learning management system.
- Quality checking (as required) of written content, PDFs, videos, graphics, and audio for quality issues.
- Act as administrator for our CRM (Hubspot in future)
- Generate and maintain business performance reports
- Act as administrator for Microsoft Office 365.
- Implement Search Engine Optimisation (SEO) recommendations as advised by our SEO consultants


What Success Looks Like
Succeeding in this role will mean all external communication will have engagement from anyone from the team within an acceptable turn-around time. Students and clients will feel that they are well taken care of, and this will result in a better customer experience. The success of this role will be measured by the following metrics:
- All correspondence from clients, students, and vendors in our shared email inboxes is responded to within 24 hours.
- Quality and efficient support is given to all stakeholders for credential creation, report generation, and other admin tasks.
- Development and maintenance of SOPs relating to student management, enrollment, and website maintenance.
- Exceed expectations in terms of customer experience.


About You
Knowledge and skills are important, but we will primarily hire based on attitude and behaviour, which means:
- You are honest, reliable, and have a great attitude to work. You do what you say and say what you do.
- You are highly organised, pay attention to detail, and get things right the first time most of the time, but are not afraid to make a mistake and take responsibility.
- You take initiative, can work with relatively little supervision, and can manage a large diverse workload with competing priorities. You speak up when you don’t know something or don’t understand but are proactive enough to then go and find out and learn.
- You have the ability to learn, document, and maintain processes and Standard Operation procedures (SOPs) while working in a fast-paced environment.
- You can work well on your own but enjoy being part of a (virtual) team. You have no problem receiving feedback from others and acting on it.
- You are keen to take on extra responsibilities where you can (after all you are a talented individual!) but at the same time, you are happy to do simple, more administrative work where required.
- Ultimately you are the kind of individual who can make things happen and is excited by being part of a bigger vision.


Your Skills
- You have excellent customer service skills and communicate well with internal and external stakeholders.
- You have excellent skills with Microsoft Office applications and ideally can act as an administrator for Microsoft Office 365.
- You have strong skills in WordPress and our main plugins (LearnDash, BuddyBoss, MemberPress) and independently resolve minor issues and escalate as required to our Senior Developer
- You are fluent in English and especially your written English is clear, concise, and accurate.
- Speaking one of our target languages (Spanish, French, Portuguese, Russian, Turkish, Arabic) would be a bonus


What’s on Offer
This is a long-term full-time (40 hours per week) remote contract role allowing you to work from home. You will work during Australian business hours i.e. your workday will fall between 7 am to 7 pm GMT+10 to ensure overlap with the rest of the team. There will be a 3-month probation period.

Base pay up to USD 1,000 per month depending on experience and skills, with a 13th-month pay in December, 20 days of leave, an annual allowance of USD 1,000 towards Private Health Insurance and a chance to earn a performance bonus up to 3 months of salary (subject to business and personal performance).


Applying
If you are interested then please complete the online application (see link below) summarising your background, your experience, and what makes you an excellent candidate for the role. Tell us about yourself, your skills, and why you’re interested in working with us.

Although this role is advertised in the Philippines, we will consider exceptional multi-lingual candidates who do not live in the Philippines but are willing to work in our time zone. To be considered for the role whilst living outside the Philippines you would need to be fluent in English and at least one other language from the following: Spanish, Portuguese, French.

Apply via this form: Upgrade to see actual info

If you do not apply via the above link your application will not be considered. Messages on this platform will be ignored.

The application process will be extensive and quite involved: the first step is to complete the online application form via the page above. We appreciate people who pay attention to details so please start your application with the words “Blue Mountain”. Those applications will be reviewed, and the strongest candidates will be invited to complete an online assessment using a 3rd party platform. From there we will invite a small group of candidates for online interviews. We aim to complete the interview process and have the successful applicant on seat in May 2024.