Website Technical Support Specialist

We are seeking a highly skilled and proactive Website Technical Support Specialist to join our team. The ideal candidate will play a pivotal role in overseeing technical support operations for our diverse portfolio of websites, with a primary focus on WordPress. The Support Specialist will oversee website change request allocation, review completed work meticulously, and ensure prompt and precise delivery of all requests. Applicant will be required to work United States Pacific Standard Time hours. 7:30am - 5pm PST.


Responsibilities:
- Oversee technical support operations for clients with WordPress websites, including assigning tasks to developers, prioritizing work, and monitoring progress.
- Review client requests for website changes, enhancements, and updates, and ensure clear communication with the development team.
- Coordinate with developers to implement website changes, updates, and enhancements, ensuring adherence to client requirements and project timelines.
- Conduct thorough reviews of completed website changes to ensure accuracy, functionality, and compliance with best practices.
- Escalate website issues as needed to the Design Director to identify root causes of issues and coordinate with developers for resolution.
- Communicate effectively with clients to understand their needs, address concerns, and provide updates on the status of website changes.
- Document support processes, procedures, and solutions for future reference, and provide training to the support team as needed.
- Stay updated on industry trends, WordPress updates, and emerging technologies to provide guidance and recommendations to the team.
- Assist Project Managers in monitoring tickets addressed via the Support Desk and Zoho Ticketing system.
- Test website responsiveness in mobile, tablet, and desktop views across different web browsers
- Perform maintenance of websites ensuring appropriate plug-ins and technologies are installed and functioning as intended.
- Coordinate with Project Managers for assets/content needed to complete task requests.


Skills and Qualifications:
- Strong organizational skills, adept at task prioritization, deadline management, and resource coordination.
- Understanding of website structure and design; WordPress experience is advantageous.
- Clear and concise communication skills, both verbal and written, capable of explaining technical concepts to non-technical stakeholders.
- Detail-oriented with a proactive problem-solving approach.
- Customer-centric mindset, committed to delivering exceptional service.
- Independent work capability and adeptness at multitasking in a fast-paced setting.
- Experience with website performance optimization tools and techniques.
- Proactive attitude towards ongoing learning and self-improvement in web development and technical support.


Nice to Haves:
- WordPress proficiency, including theme customization, plugin management, and content publishing.
- Familiarity with SEO principles and best practices.