Customer Support Specialist

Summary

Join WebFX, a rapidly growing, award-winning marketing agency, and contribute to our mission of providing world-class digital marketing solutions. We offer a flexible schedule, generous paid time off, and a supportive work environment. We provide comprehensive training and tools, making prior experience unnecessary. Enjoy numerous benefits, including a company match for charity donations, an employee wellness program, and opportunities for professional development. We're committed to growth and offer merit-based promotions and compensation increases. Join our global team and be part of a company that values its employees and gives back to the community.

Requirements

• Fluent in English (written and verbal). Resume must be in English to be considered
• Comfortable with both object-oriented and procedural programming methodologies
• Pre-employment testing is required

Responsibilities

• 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

Preferred Qualifications

• Bachelor’s degree is preferred
• Experience in technical software support, sales, or account management
• Familiarity with CRM, email marketing, or helpdesk software

Benefits

• Flexible Schedule (start your day between 8 and 10 am - when you do your best work!)
• 150% Company Match Of Personal Charity Donations
• Generous Paid Time Off
• Employee Wellness Program
• FXLearns Library with hundreds of personal and professional growth books
• Humanitarian Trips
• Casual Dress Code
• Personal Desk Fund
• Merit-based promotions (we promote from within, you will move up and grow here!)
• Performance bonuses and ongoing learning bonuses (yes, you get paid to learn!)
• World-class digital marketing training (Organic SEO, Local SEO, PPC, Google Analytics + Studio, etc.)
• Long-term career track opportunities
• Health insurance (including dental, vision, remote doctor, etc.)
• Long-term stability
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts
• Invitation to our annual FXFest – an all-expenses paid trip for our international team members (with a 1-year tenure) to our company headquarters. The week-long event is filled with activities, learning, and motivation to help unite our U.S. and global staff!
• Fully equipped home setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Multiple schedule options from which to choose
• Unrestricted access to the dozens of proprietary software/platforms our internal R&D team has developed for our team’s exclusive use, in addition to access to the many 3rd party tools and software we utilize internally in order to WOW our clients
• Merit-based promotional structure
• Annual merit-based compensation increases!
• Opportunities for Growth