Web Support Specialist / Web Project Manager
The Web Support Specialist / Web Project Manager is a dual-responsibility role. First is being the primary point person for providing technical and friendly support to our website and e-commerce clients requesting support or encountering issues. You’ll work with clients via phone, support tickets, and email to troubleshoot website or hosting issues, coordinate work on smaller enhancements, and provide a positive and responsive experience. The second role is as a project manager on selected website design and development projects.
Support Responsibilities
- Answer client calls, emails, and tickets entered by clients regarding website troubleshooting, site updates, plugin updates, server or hosting issues, email creation and troubleshooting
- Manage and resolve incoming support requests through hands on support, as well as coordinating and assigning tasks to developers
- Maintain a high level of professionalism with clients and work to establish a positive rapport
- Provide Account Management / Project Management support for enhancements requested through the web support process.
Project Management Responsibilities
- Oversee selected website design and development projects
- Work with clients to gather requirements for websites including graphical assets, functional requirements and content
- Collaborate with front-end web designer, web support team, and development teams throughout the project life cycle
- Set up and manage projects using our project management platform and other internal tools
- Conduct status meetings with clients and development teams
- Assist with plugin selection, including researching plugins that match the client’s functional requirements
- Perform detailed QA and testing before site launch
- Provide Content Management System (CMS) consulting and training for clients
Qualifications & Skills
- Two or more years of experience in a website support environment and/or web developer role
- Excellent communication skills, including the ability to explain technical issues in user-friendly language to non-technical end users
- Excellent organization skills and attention to detail
- Strong QA testing skills
- Basic understanding of front-end technologies such as HTML, CSS, JavaScript
- Ability to work independently and balance multiple priorities
- Strong writing skills
- Ability to create, edit, and proofread on-page content
- Ability to communicate with clients in a professional, detail-oriented manner.
Experience in the following areas is a plus
- Domain transfer, DNS setup experience
- Understanding of web hosting and website administration
- Experience implementing or supporting WordPress, WooCommerce, Shopify, BigCommerce or other technology platforms
- Experience with project management on website / e-commerce projects design and development projects.
Compensation & Benefits
- Compensation commensurate with experience and skills
- Medical, Dental, Vision coverage (includes an employee contribution)
- Life insurance / Long-term disability coverage
- 401K with company match
- Business casual environment
- Hybrid work schedule (two days/week in office)
- Principals only. Recruiters, please don’t contact this job poster. Do NOT contact us with unsolicited services or offers.