Customer Support Specialist

Summary

Join WebFX, a rapidly growing, award-winning marketing agency, and become part of our global team! We offer competitive base pay, profit-sharing, performance bonuses, and comprehensive health insurance. Enjoy world-class training, long-term career growth opportunities, and ongoing learning bonuses. Work remotely from home with a fully equipped office setup. We prioritize our employees, fostering a supportive and collaborative community with low turnover. We offer various benefits, including flexible schedules, annual merit-based increases, and access to virtual professional development opportunities. Join our mission to provide world-class digital marketing solutions to mid-size businesses globally.

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

• Company profit-sharing
• Performance bonuses
• Health insurance (including dental, vision, remote doctor, etc.)
• World-class industry training (Organic SEO, Local SEO, PPC, Google Analytics, etc.)
• Long-term career track opportunities
• Ongoing learning bonuses
• Long-term stability
• Work from home
• Fully equipped in-home office setup including computer, dual large monitors, headset, seriously fast internet, generator, and more!
• Unrestricted access to our proprietary software/platforms
• Merit-based promotional structure
• Annual merit-based compensation increases!
• Access to virtual professional development opportunities with company experts and virtual team-building events like monthly meetups and hangouts
• Invitation to our annual FXFest – a week-long, all-expenses-paid trip for our international team members (with a 1-year tenure) to our company headquarters
• No matter your level of experience, our “Bootcamp” training program is provided for all new WebFX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position
• From training with our Award-Winning Sr. Developers, Designers, Marketers, and more to access to countless industry-leading online training resources/courses/tutorials to getting experience with our client base that spans just about every industry you can think of (and then some), our training program is simply unrivaled!
• Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental training, industry-related updates, and more!
• FXLearns program – where you get incentives for taking advantage of our countless industry training resources!
• With a track record of serving over 1,500+ clients, we’ve been able to truly master our processes and procedures, and we’ll train you on them - no need to develop how to do things (unless you want to help us continually improve that process!), because we refuse to ever stagnate, we are always pushing to make those processes 1% better too!
• Merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics
• 95% of our promotions are internal!
• All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands
• Very competitive base pay
• Performance bonuses
• Ongoing learning bonuses
• 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
• 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!
• Negotiable, based on experience
• Annual merit-based increases