Customer Support Specialist, WebFX

SaaS Experience, Nutshell Team

Salary not provided

Junior and Mid level

Remote from Canada, Europe, UK

More information about location

Revenue-generating digital marketing solutions

Job no longer available

Revenue-generating digital marketing solutions

1001+ employees

B2BEnterpriseMarketingAdvertisingData Analysis

Job no longer available

Salary not provided

Junior and Mid level

Remote from Canada, Europe, UK

More information about location

1001+ employees

B2BEnterpriseMarketingAdvertisingData Analysis

Company mission

To provide industry-leading digital marketing services to businesses around the globe.

Job

Company

Role

Who you are

Likes to get things done, highly efficient
Commitment to delivering high-quality communication, and bug fixes to users
Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
Enjoys solving problems
Customer-centric mentality, highly empathetic to users
Obsesses over details
Enjoys writing processes and making technical concepts more consumable for their audience
Ability to understand prioritization/urgency level
Bonus: experience in technical software support, sales, or account management
Bonus: familiarity with CRM, email marketing, or helpdesk software
Bachelor’s degree is preferred
Pre-employment testing is required
Fluent in English (written and verbal). Resume must be in English to be considered
Comfortable with both object-oriented and procedural programming methodologies

What the job involves

Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
Test site bugs yourself and confirm if you’re able to replicate
Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
Update application documentation, processes and standard operating procedures
Publish in-app guides/documentation answering frequently asked questions
Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
Manually test new features and bug fixes
Clearly communicate when Requests need edits or additional information
Report on weekly KPIs: ie. tickets received, tickets completed, etc
Report on guides/help docs analytics / usage

Application process

Please submit a resume or CV (in English) to be considered for this opportunity

Our take

WebFX is a digital marketing provider for over 1,000 US brands, offering custom strategies for each client based on their specific needs. The company has generated over $3B in revenue for its clients over the past 5 years through its digital advertising services. WebFX also has an FXBuilds program that has impacted over 5,000 lives around the globe through projects that include building schools in Guatemala and Ghana as well as building wells in Kenya.

WebFX has won dozens of awards since its inception in 1995, with six awards in 2022 alone, including #1 Best place to work in PA for the 8th year in a row. Having secured strategic partnerships with Nutshell and Trilantic North America, the future of the company looking promising with plans to expand into new services, open a range of new offices globally and also hire an additional 300 employees before 2026.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Led by a woman

19% employee growth in 12 months

Glassdoor (3.9)

Company

Company HQ

Midtown, Harrisburg, PA

Leadership

William Craig

(CEO & Co-Founder)

Previously worked as an IT Specialist in Financial Information Systems for the University of Pittsburgh and as a Portal Architect for SAIC. Now a weekly contributor to Forbes and Entrepreneur Media as well as the CEO of Nutshell.

Karie Shearer Craig

(Co-Founder)

Previously worked as a Sales Production Manager for Webclicks.net.

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