About the role: Technical Customer Support Specialist

You will be the first point of contact for our website hosting customers. There are a variety of requests that come into the support desk, so this position assesses, collects information, organizes the incoming requests, frames up the project, and then manages it to completion—all the while communicating cheerfully with the client.

The requests that arrive at our support desk vary in size and complexity. It would be expected that you have the ability to evaluate a request and determine the proper method to complete the request. Whether it needs to be assigned to a team member or you complete the task, your responsibility is the proper execution of the request and communication with the client. We expect that some small tasks are ones that you are able to complete without the team, but we have a team of content writers, designers, and web developers at your disposal.

Therefore the right fit person will have a mix of customer service, project management, and technical support background.

This position is ideal for a design and developer generalist. You need to be broadly experienced, understand both the big-picture and nuts-and-bolts of website creation (from initial design through launch to ongoing maintenance), have good technical and interpersonal judgment, think independently, and know when to confer with the team. This is probably not a good fit for someone straight out of school. This is a great match for a professional who has already been working with websites and marketing for another agency or on their own for several years or more.

You'll need HTML and CSS skills, Wordpress experience, a strong grasp of the latest marketing tools and outstanding written and oral customer communication.

Key Accountabilities:

• Evaluate requests sent by clients to our support desk (teamwork system) and respond with accurate estimations
• Conduct the initial troubleshooting steps to determine the best solution
• Collect necessary information and organize the project
• Assign tasks and monitor progress while communicating updates with the client
• Usher tasks from first contact to completion while communicating joyfully with the client
• Coordinate collection of assets from contractors and client for content, design and development.
• Manage multiple projects of various size and intensities in pipeline simultaneously
• Communicate with client via email, text and calls (video as well)
• Task types may include
• Website launches
• Website training
• Support and first-line troubleshooting for websites, email, online courses, email marketing and domains
• Google business listing, analytics and search console inquiries and or errors
• Full page or funnel builds, including email marketing automation setup and planning

Requirements

• 3 to 5 years of Technical Customer Support experience, preferably in a website agency environment
• Flawless English.
• Excellent communication skills (written and verbal)
• Empathy and love for helping people
• Driven, self-motivated and highly flexible team player attitude
• Eagerness to improve and implement new processes
• Excellent Troubleshooting & Critical thinking skills, we do not have a process for every question a client would ask; you must have the initiate ability to quickly think thorough a problem and determine the best next steps… and when you are unsure, leverage your resources and team mates to provide top-notch service.

Systems Knowledge Required

Design

• Adobe Creative Suites, intermediate level understanding, make basic changes in illustrator and photoshop (required)
• Canva (preferred)

Web

• HTML, CSS (required)
• Wordpress, including interactions and troubleshooting of themes and plugins (required)
• Beaver Builder (or other builder knowledge that can transfer)
• Domains, DNS and email systems understanding (required)
• SFTP and SSH (required)
• Familiarity with varied hosting environments and control panels is useful, but not required

Marketing

• Mailchimp (required)
• ConvertKit (preferred)
• ActiveCampaign (preferred)
• GoHighLevel (preferred)

Other

• Google Drive & Dropbox (required)
• Google Docs, Sheets & Slides (required)

We are looking for someone who is…

• Perceptive and Practical: You are comfortable handling a heavy amount of “intake,” quickly and effectively sorting out and prioritizing tasks to efficiently meet a deadline.
• Intentional: Your working style is geared towards creating order and you enjoy creating and perfecting processes.
• A skilled communicator: You are a good listener and can understand what clients' true needs are. You are also an effective writer who uses common courtesy and is able to articulate details while still being receptive of the receiver's needs.
• Detail-oriented: You have excellent organization skills, are quick to notice errors or missing pieces and strive to bring things to completion in a neat and orderly way.

About STRING Marketing

STRING is a vibrant and growing digital marketing team dedicated to balancing excellence in our work and in our lives. We put people first in all we do. This means we value our clients and their dreams over formulas or technologies — and we value relationships and workday joy. STRING team members are vested. We build long-term partnerships with our clients and with one another. Also, we laugh — a lot. We experiment. We occasionally fall on our faces and get up with better ideas than ever. We value growth, but we do it together. We value success, but only if we get to be honest and authentic along the way.

If this sounds lightweight and mushy, not so. Each of us brings decades of solid digital marketing and technology experience to the table. We join up knowing our stuff and with the habit of pushing our skills and knowledge forward. This is one of those teams where everyone can operate with autonomy, but we work together because it's better that way. (So, if you sign on, you won't get any hand-holding, but we will join hands to accomplish the goal.)

This position is an addition to a core team of highly skilled and enthusiastic professionals, and we are excited to welcome an additional leader to expand our effectiveness.

But, seriously, what do we DO?

STRING provides branding and marketing services to private practitioners with a nutrition focus across the US and Canada. We work with dietitians, naturopaths, functional and integrative medicine practitioners, and others. We deliver value-packed projects that launch and build strong private practices. Our process starts with brand, product, and marketing strategy and ends with a ready-to-launch website and marketing support materials. After the project, we continue to help our clients with hosting, design, content development, and general marketing and technical support. This is where you come in — we are looking for a top-notch professional to ensure our clients are well cared for long term.

Job Type: Full-time

Pay: $18.34 - $22.09 per hour

Benefits:

• 401(k)
• Flexible spending account
• Paid time off
• Professional development assistance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Experience:

• Customer support: 3 years (Preferred)

Work Location: Remote

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