Web Support Specialist

Primary Responsibilities: Learn how to use internal and 3rd party web applications and content management systems Testing and reporting problems to development on new websites enhancements, pages, and functionality for all clients.  Must be thorough and detail-oriented. Investigation and analysis of application and operational failures, coordinating the fixing of bugs in developed software solutions. Use software tools to develop websites or take design files and adapt to use of development tools. Provide product support to customers using the same web development tools Respond to customer calls and questions regarding web tools Assist with creation of help desk or FAQ information for internal website Track customer issues through to resolution Some web design and image creation involved Technical analysis and auditing activities Statistical reporting experience using Webtrends, Google Analytics, LiveStats, or Nielsen netRatings

Qualifications Expert problem-solving capabilities Encourages open communication by listening attentively and actively to all client incoming inquiries. Seeks to fully understand information from many points of view. Uses superior customer-oriented telephone etiquette to get information. Greets callers, establishes rapport, projects professional tone, handles complaints, and provides status followup for each inquiry. Capable of producing comprehensive documentation. Easily analyzes and prioritizes information, distilling it to the critical issues and drawing accurate conclusions. Committed to exceeding quality standards and providing exceptional products and services. Positive and professional customer service attitude. Ability to manage multiple projects in a timely manner Excellent communication skills and customer focused attitude Excellent documentation and information management skills

 

Job Requirements: Must have at least 3+ years of product support/customer service experience with a stable work record Expert problem-solving and troubleshooting capabilities are a requirement.  Must be able to figure out what is causing a problem before escalating to the next level. Must have a positive attitude, be an independent thinker yet able to work in a team environment Must be quick to learn new and different software packages. Preference given to those with solid skills with HTML and design applications, preferably Dreamweaver. Preference will be given to those with PhotoShop or graphic design skills. Excellent customer service skills, both written and verbal is required. Participate in on-call rotation as need.  On occasion, some nights and weekends will be required. Must be able to work overtime as needed A self starter with a desire to learn something new and be challenged, while having fun.