Web Support Specialist PT or Full Time

Ecreativeworks • Saint Louis Park, MN, United States • $200k - $250k / year • 7h ago

Posted Date: October 23, 2024

Status: Part Time

Synopsis: An Ecreative Web Support Specialist will be responsible for providing technical and friendly customer support and service to our expanding network of clients and our internal team. You will be the first point of contact for clients for support requests. You will work with clients (via phone, email and/or virtual meeting) to troubleshoot website, hosting, and/or email issues.

Responsibilities Include

Answer incoming client calls and emails regarding website, server or hosting issues, email, FTP, domain, SSL support, and troubleshooting, etc.
Maintain a high level of professionalism with clients and work to establish a positive rapport
Perform minor site updates or content changes on websites as requested or escalate appropriately
Assist our internal team with technical, phone, and training support
Manage the deployment, configuration, monitoring, maintenance, upgrade, and support of all PCs, operating systems, hardware, software, and peripherals
Assist with identifying the root cause of problems; manages and resolves issues in a constantly changing environment
Be available to provide after-hours and weekend coverage as needed
Create and manage support procedures and protocols in the company wiki
Documentation of all communications with clients and/or internal staff
Active participation with management in process improvement and development

Knowledge, Skills and Experience Requirements

One or more years of experience in a customer service or support environment
Experience supporting WordPress, CMS Made Simple and other technical platforms
Solid understanding of basic computer functions and the ability to teach and train others
Website maintenance, backup, restore, email hosting, and control panel experience
Ability to work in a fast-paced, dynamic environment on multiple priorities
Excellent communication skills, including the ability to explain technical issues in user-friendly language
An aptitude for customer service and troubleshooting skills
Organized, detail-oriented, and great at follow-through
Experience in ticket or case management systems
Strong Microsoft Excel knowledge and experience
Clear and concise written and oral communication
Ability to work independently as well as collaboratively

Preferred Experience

Basic understanding with Linux, Centos, and other UNIX
Experience with UNIX services (DNS, Samba, SSH, etc.)
Basic knowledge with SalesForce or similar CRM
Familiarity with code versioning tools such as Git
Experience with AWS services (API Gateway, Lambda, Cognito, and S3)
This position is based in our Minneapols area office but can work to a partial remote position.

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