Website Support Specialist
Description
The Website Support Specialist is fully responsible for handling technical support requests (via email and phone) for customers utilizing our website products and marketing services. This resource is responsible for the day-to-day management of tickets that come in, providing the highest level of customer service, while also delivering high quality website updates, content changes, page creation, graphics creation, and troubleshooting technical issues/requests. This resource will also keep the Website Manager up-to-date on the status of the queue, escalating items as needed, and working with the Manager on any items that should incur a fee to cover development costs.
JOB RESPONSIBILITIES:
- Day to day management of ticketing queue and first level inbound calls. Handling most inquiries, and collaborating with the Design Team on more challenging/time consuming requests.
- Help customers by providing answers to questions about the DX1 Marketing Solutions.
- Share information with other team members on how problems or issues were resolved.
- Provide CMS support, answering questions, and increasing first touch resolution on inbound website/cms requests.
- Troubleshoot and resolve HTML, CSS, and design issues.
- Graphics creation and edits, as approved by management, for basic level or custom requests.
- Look “past the request” to proactively resolve any additional issues found.
- Discuss features available that customers are not taking advantage of and escalate any opportunities to the account management team.
- Maintain constructive relationships with customers and bring to the attention of the management team any recurrent issues/inquiries.
- Provide timely follow up with customers regarding their requests - via ticketing system and making outbound phone calls.
- Basic website updates as well as training customers on how to complete requests themselves.
- Providing updates to the Website Manager of queue stats and progress..
- Special projects assigned by Website Manager to assist the Website Team and our business goals.
JOB REQUIREMENTS:
- Associates Degree or Bachelor’s Degree in Graphic and/or Web Design and/or Web Development and/or Computer Science.
- Prior experience working on a HelpDesk, Technical Support team, or Call Center.
- 2+ years web design/development experience is a plus.
- 2+ years Customer Service/Support Experience a plus.
- Exceptional time management skills.
- Experience working within content management systems (ie. Wordpress, Web.com, etc.)
- Ability to troubleshoot in-depth technical issues.
- Excellent communication skills, both verbal and written.
- Ability to multi-task and adapt in a fast paced work environment.
- Must be a team player; be highly motivated, self-starting, and committed to achieving results.
- Strong documentation skills with a high focus on detail.
- Highly detail-oriented in aspects of day to day tasks.
- Understanding of responsive web design and development targeted at mobile devices.
- Basic level graphics development knowledge.
- UI/UX – Bootstrap – CSS – HTML – Adobe CC – CMS – SEO : entry/mid level understanding/experience required.
- DNN – LESS – JS – JQuery : basic level understanding/experience a plus!
- Basic dealership operations or industry specific experience is a plus but not required.
