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Junior Technical Web Support Agent 9 am-6 pm EST (some flexibility)
Bristol, UK
2024-07-16 16:44:23
11 Received
Project type
Hourly
Project Duration
1-504 Week(s)
Expensive
Languages
504
Professional
Description
In this role, you will be responsible for assisting clients with their web-related technical issues from our tools, and feature enablement and ensuring that their concerns are resolved in a timely and accurate manner.
As a Junior Technical Web Support agent, you will play a crucial role in providing exceptional customer service, troubleshooting problems, and delivering effective solutions. Your primary focus will be working on CSS and HTML-related issues, so a basic understanding of these languages is essential. Additionally, you will have the opportunity to expand your technical knowledge and skills through continuous learning and professional development.
Some Key Responsibilities:
1. Using selectors to insert our tools on the client websites
2. Registering our clients with Twilio
3. Firing events to Google Analytics
4. Support ticket investigation… “Why did this lead not make it to our client's CRM”, "Why are our load times slowing down"...
5. Special projects as needed
6. Hijacking buttons on client websites to open our tools
7. Mapping parts of the client's website to their CRM
In addition:
- Responding to client inquiries and troubleshooting web-related technical issues promptly and effectively.
- Providing timely and accurate solutions to clients, ensuring their satisfaction and retention.
- Collaborating with cross-functional teams to resolve complex technical issues and escalate them when necessary.
- Documenting client interactions and maintaining accurate records of support requests and solutions provided.
- Continuously updating knowledge of web technologies, CSS, HTML, and other relevant tools to enhance problem-solving abilities.
- Identifying recurring technical issues and suggesting improvements to enhance the overall customer experience.
- Assisting in the creation and maintenance of support documentation, knowledge base articles, and FAQs.
Qualifications:
- Curios - always wanting to ask more, learn more, and figure out just why this is happening
- Be a self-starter: due to the speed at which we work, moment-by-moment guidance is not always available and we need team members who do not sit back and wait to get information but rather go out and find it for themselves and test all of their options.
- A basic understanding of CSS and HTML, with the ability to troubleshoot and resolve related technical issues.
- Excellent problem-solving skills and the ability to think critically in a fast-paced environment.
- Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals.
- A passion for customer service and a commitment to providing exceptional support to clients.
- Ability to work well both independently and as part of a team, collaborating with colleagues to achieve common goals.
- Strong organizational skills and attention to detail, ensuring accuracy and efficiency in resolving client issues.
- Previous experience in a customer support role or a similar technical support position is a plus. The previous use of Zendesk is a major plus!
We offer a competitive salary, stock options, and a supportive work environment that encourages professional growth and development. This is an excellent opportunity for someone looking to kick-start or grow their career in the field of technical web support and gain valuable experience with a reputable company.
If you are passionate about technology, have a keen eye for detail, a mindset to never give up at the first or second roadblock, and enjoy helping clients overcome technical challenges, we would love to hear from you.
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