Customer Support Specialist, WebFX
SaaS Experience, Nutshell Team
More information about location
Revenue-generating digital marketing solutions
Posted today
Revenue-generating digital marketing solutions
1001+ employees
Posted today
More information about location
1001+ employees
Company mission
To provide industry-leading digital marketing services to businesses around the globe.
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
19% employee growth in 12 months
Company
Company benefits
- Flexible Schedule (start your day between 8 and 10 am - when you do your best work!) 🇺🇸
- Profit Sharing 🇺🇸
- Need that caffeine fix? On-site cappuccino machine, Little Amps Coffee Bar (with a barista!) & Tea Bar 🇺🇸
- On-site Yoga sessions and Fitness Center 🇺🇸
- 150% Company Match Of Personal Charity Donations 🇺🇸
- Supplemental Insurance 🇺🇸
- 50% Company Match 401K (up to 7%) 🇺🇸
- Generous Paid Time Off 🇺🇸
- Employee Wellness Program 🇺🇸
- FXLearns Library with hundreds of personal and professional growth books 🇺🇸
- Humanitarian Trips 🇺🇸
- Health/Vision/Dental Coverage 🇺🇸
- New Parent Support 🇺🇸
- Home Buyer Program 🇺🇸
- Personal Desk Fund 🇺🇸
- Green Commute Benefits 🇺🇸
- Pawternity Leave 🇺🇸
Company values
- We treat fellow FXers like family and empower them to achieve their personal best.
- We embrace change, lead with solutions, and make the most of every opportunity.
- We put ourselves in our client's shoes and measure success by how much we "WOW" them.
- We lead by example, work with integrity, and inspire to leave the world a better place.
- We are productive, tenacious, and get it done.
- We deliver tangible business impact for our clients and the people who work there.
- We value continual improvement in all we do and strive to be 1% better every day.
- We are avid ongoing learners and embrace challenges with a growth mindset.
Company HQ
Midtown, Harrisburg, PA
Articles
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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