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What it’s Like to be a WordPress Technical Supporter for WPML

July 28, 2022

Kathy Banach

Here at OnTheGoSystems, we like to think of ourselves as a group of people working towards a shared mission and goal. As we’ve grown, we haven’t lost sight of the importance of providing only the highest quality of support.

Over the years, we’ve worked hard to create a strong set of values that not only binds us together, but also challenges us to continuously improve:

  • Quality first
  • Excellent support
  • Open mindedness and creativity
  • Positive attitude
  • Honesty

For our support team, putting these core values into practice on a daily basis is second nature. Our technical supporters serve our users, embrace innovation, and deliver on commitments – all while upholding exceptionally high standards of integrity.  

So, what does a technical supporter at OnTheGoSystems do, and what makes it different from other WordPress support roles?

What to Expect: Providing Support for the WPML Plugin

Challenge

Our flagship product, WPML, is a complex and evolving multilingual plugin. As WordPress grows and develops, so do we. For us, it’s important that WPML always remains easy to use and compatible with other plugins and themes in the WordPress ecosystem. This way, anyone can use WPML to create a multilingual site, even with zero coding and programming skills.

Variety

Our supporters perform a mix of two roles – customer service and technical support. WPML users contact us with a variety of questions. Some are simple and can be resolved by directing clients to our step-by-step FAQ and documentation pages. Others are complex and may require extra effort and a combination of out-of-the-box thinking, testing, and debugging. It’s fair to say no two days are the same, and there’s no one way to solve a problem.

Continuous Learning

Although we’re a remote workplace, you don’t have to worry about being left on your own. Training doesn’t start and end with onboarding. We don’t expect you to know everything, and we always communicate and collaborate with one another. Teams have daily virtual meetings to discuss tasks and raise issues. You can also use one of the many channels on Mattermost to ask your colleagues for advice. 

Our teammates are always available to lend a helping hand

Interesting Teammates

Because we’re a remote company, we have the privilege of being a global and diverse team. Our colleagues may have the same role, but they come from different cultures and professional backgrounds. 

Firsthand Account: Being a Technical Supporter 

A job ad can give you a general understanding of the position and day-to-day responsibilities, but there’s nothing like first-hand information. That’s why we asked some of our technical supporters to share their experiences with us.

What it’s Like to be a WordPress Technical Supporter for WPML

I’ve been at OnTheGoSystems for 5 and a half years now and I love it. Before joining WPML, I spent many years working at other companies as a Tech Supporter. The quality and level of support we provide at OTGS is quite high and different from what other companies in the WordPress ecosystem offer.

Our HR team and team leaders also ensure that the workload is sufficient for all team members. Every team member gets a few months of training before starting the actual tasks which is great – not every company offers that. Our management and team trust us which also enables us to deliver our best work.

We also receive frequent training about new features and pain points our clients face. In turn, we can assist our clients better. In other companies, this is often neglected.

The advancement and growth of WPML and the Advanced Translation Editor is one-of-a-kind.

Noman Mo

Support team member since December 2016 | Based in Pakistan

What it’s Like to be a WordPress Technical Supporter for WPML

I recently hit the 4-year mark with OnTheGoSystems. In the past, I worked for development and design agencies that weren’t strictly related to WordPress. I also worked as a freelancer. 

OnTheGoSystems has been in the WordPress business for a very long time. Our stats for the quality of support we are giving to our customers are pretty awesome – and we plan on keeping it that way!

The technical support position here is an amazing opportunity to help others, which I genuinely love to do. It’s also a great opportunity to learn new things on a daily basis. You can learn from other colleagues or from new issues and situations that you find out about in the support tickets or live chats. The opportunity to stay up to date with the industry and the latest updates in the WordPress community is also something that’s super important and brings me a lot of satisfaction. So I would say that this is a nice combination of two things that I love. 

The people here are super talented, always open to learning, and always eager to find new ways of doing things. At OTGS, everyone is treated well, there’s an amazing work-life balance, and great benefits that come together with this position.

This role is an amazing way to give back to the WordPress community.

Mihai Apetrei

Support team member since July 2018 | Based in Romania

What it’s Like to be a WordPress Technical Supporter for WPML

I’ve been with OnTheGoSystems for just over 6 months now.  

The company I worked for before used WordPress, but it was not our “product”. So, the support role I had was not directly related to the WordPress ecosystem. It was more of a customer support role focusing on sales. Compared to WPML, it was not technical at all, and you didn’t get to investigate and solve issues. It was more repetitive, like copy/pasting pre-sales answers or explaining some features and functionalities.

The supporter role for WPML exceeded my expectations. I was looking for something more challenging, where you have the opportunity to work hand in hand with clients to solve their issues. It’s only been six months but I feel I’ve learned a lot, not only about our product, WPML, but also about WordPress, PHP, Databases…

The amazing thing about OnTheGoSystems is that you can get involved in different projects and, with time, take more responsibilities and dedicate more time to work on compatibility issues and testing.

WordPress and WPML are always evolving. It’s really exciting to be a part of that.

Nicolas Viallet

Support team member since December 2021 | Based in Peru

What it’s Like to be a WordPress Technical Supporter for WPML

I have been with OnTheGoSystems since March 2022. 

I worked as a WordPress supporter for about one and a half years before joining OTGS. With the WPML plugin, I get to work with advanced or professional customers. WPML clients are mostly developers and advanced WordPress users who help you to push yourself farther with learning and testing new things. It is fun and rewarding to work with such clients.

I also “own” a ticket from the start to the resolution of the issue and I get to learn from each step.

The internal guides, documentation, and conversations with co-workers are very clear, detailed, and helpful. So while the learning curve may seem steep at the start, working with WPML is actually very easy.

Of course, it’s also fun to work remotely on our own schedule with people from different cultures. The helpful and friendly team at OTGS makes the work easy and enjoyable.

Helping clients is very interesting. But the opportunity to learn from the team and process while helping clients is what makes the role even better.

Subash Chandra Poudel

Support team member since March 2022 | Based in Nepal

Become a Member of the OTGS Team

At OnTheGoSystems, support isn’t an afterthought. We believe our support team is at the heart of what we do. 

Our technical supporters do more than just offer exceptional customer support. They’re also dedicated to making sure our plugin works as expected – and nothing slips through the cracks. 

As a supporter, you’ll guide people to the fullest use of our products. You’ll also have to roll your sleeves up and handle debugging, testing, and compatibility issues. 

You don’t have to be a developer, have years of WordPress support experience, or know WPML inside out to join the team. There’s more than one way of working with WordPress-related content, and you can always count on the team to help you develop your skills and knowledge. 

Come Work With Us

Are you interested in working with a globally distributed team that encourages growth and advancement? Are you ready to harness the power of technology for a better future?

Take a look at our open positions