WordPress & Shopify Support Specialist

JOIN OUR COMPANY:

Thrive is one of the fastest growing and top digital marketing agencies in the world. We are a full-service agency that handles everything in-house and delivers massive and sustainable growth to our business partners and clients. We think about our work in two words; Relationships and Results.

President Matt Bowman founded Thrive in 2005 and has grown the company to over two-hundred employees in thirty-four different states and ten different countries. We have a deeply-rooted talented team (respectfully referred to as Thrivers) of project managers, web designers, content writers, social media specialists, and search engine optimization specialists. We are a close-knit team that is motivated, smart, disciplined and committed to turning ideas into actions.

We now have a new headquarters located in Arlington, Texas and have an exciting opportunity for an Account Manager to join the U.S. team. (and you can live anywhere in the country!)

HERE IS WHAT WE ARE LOOKING FOR:

The Support Specialist owns the client’s web support experience at Thrive, ensuring top-notch customer service. They act as the voice of the customer and ensure that all web support requests are completed in a timely and professional manner, hopefully exceeding client expectations. They act as mini-project managers, working directly with clients, and with our developers and digital marketing team.

HERE IS WHAT YOU WILL DO:

Manage Support Requests
Review incoming tasks for accuracy and validate required information.
Estimate support tickets for complexity and provide quotes if over 30 minutes.
Manage the resources to complete the task; assign tasks to developers as needed to complete the work.
Ensure quick responses to client requests, and provide timely updates.
Calling clients or hosting zoom meetings when necessary to gather information or solve issues.
Consistently Deliver Positive Client Experiences
Responding to and anticipating the needs of clients, and looking for new ways to delight them!
Maintain quality assurance by reviewing all work before sending for client review/approval.
Make website recommendations for improvements and offer expert client advice.

Manage Hourly Projects: The specialist may also act as the key project manager for smaller support projects, to ensure each project is estimated correctly, planned efficiently, and delivered on time and on budget.

Client-Focused Hours: Responsible for monitoring and reaching your quota of client hours each day, keeping detailed notes on all tasks and time entries.

Team Collaboration: Ongoing communication with other teams regarding project development, timelines, and results. Work with other team members to improve processes and tools to ensure the best client experience.

Ongoing Training: Desire to continually grow in knowledge/skills related to WordPress, Shopify, and other assigned duties, including attending regular training sessions.

Work Hours: Expected to work USA business hours (e.g. 8:30am – 5:30pm CT) within reason, and per manager approval.

Work Location: Employees should have a quiet and dedicated workspace free from distractions and interruptions, with a reliable computer, webcam, and high speed Internet connection.

THE IDEAL CANDIDATE WILL HAVE THE FOLLOWING BACKGROUND AND EXPERIENCE:

Minimum 3 years experience working in Website Customer Support, Project Management, and/or a similar customer service position.
Fluent in English (Either native or bilingual): Must be able to communicate clearly with clients and developers in meetings and via email.
Technical aptitude: You have strong troubleshooting skills and are able to easily identify problems and possible solutions.
Strong knowledge of supported platforms: You have ample experience supporting self-hosted WordPress sites and Shopify hosted sites.
General website experience: You are well-versed in all the parts and services involved in running a website. WordPress and Shopify are at the top of the list, but you should be familiar with popular plugins, page builders, and also have some level of familiarity with other popular CMS platforms.
General familiarity with digital marketing concepts/SEO.
Basic knowledge of DNS: You know what a CNAME and an A Record are, and how to add/edit DNS records.
Basic knowledge of various hosting companies and their dashboards.
FTP: You know how to use an FTP program to access and update site files.
SSL: Basic understanding of how SSL works and how to troubleshoot on a website.
Able to type 50 – 60 WPM.
Customer focused: You are a people person who looks forward to helping and working with many different types of clients.
Able to multitask: You can handle managing many tickets at once, and efficiently prioritize tasks.
Detail oriented: You take detailed notes of what you’ve done so others can see what steps you’ve taken to help the customer.

Thrive recognizes employees in many ways for their contributions and their commitment to the organization. One such way is by offering a very comprehensive benefits package. This includes a competitive salary, a bonus structure, and a strong benefit program that includes, health, dental, disability, vision and life insurance benefits. At Thrive, we want to ensure all of our employees stay healthy, feel secure, and maintain a strong work/life balance.

This post was originally published on WordPress.net Jobs by jobposter.

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