Website Support Specialist

Job description

Website Support Specialist Hybrid Role: Reports onsite to our offices in Norfolk, VA three days per week and remote two days per week. 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, 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...