Web Support Specialist PT or Full Time

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.