Website Support Specialist

Position Overview:
We are seeking a detail-oriented and proactive Website Support Specialist to manage incoming support requests for our diverse portfolio of websites, with a strong emphasis on WordPress. This role is critical in ensuring all website updates, implementations, and changes are thoroughly reviewed and tested for accuracy, functionality, and design consistency. The primary focus of this position will be conducting Quality Assurance (QA) for all deliverables, ensuring every task meets high standards of quality and aligns with client expectations. The Website Support Specialist will also coordinate website change requests, communicate effectively with clients, and ensure timely resolution of support tickets. The ideal candidate will possess a strong combination of technical knowledge, design skills, organizational abilities, and a customer-focused mindset. Attention to detail and a commitment to delivering flawless results are paramount.

This is a full-time position requiring work during United States Pacific Standard Time (PST) hours: 7:30 AM - 5:00 PM.

Key Responsibilities:
- Oversee the full lifecycle of support tickets, including intake, clarification of details, gathering of assets/resources, delegation to developers, progress tracking, and client communication upon task completion.- Prioritize tickets and tasks based on urgency and client impact, ensuring timely resolution.
- Perform detailed QA checks to ensure all deliverables meet high-quality standards, are error-free, and function as intended. Verify responsiveness, browser compatibility, and SEO compliance for all website updates.
- Ensure updates align with modern web design principles for a visually appealing and user-friendly experience.
- Evaluate changes to ensure consistency with the overall branding and aesthetics of the website.
- Serve as the main point of contact for clients to understand their needs, provide updates, and address concerns.
- Translate client requests into clear, actionable tasks for developers and ensure technical requirements are met.
- Collaborate with developers, project managers, content creators, and designers to deliver high-quality solutions on time.
- Identify and escalate complex issues as necessary to ensure timely resolution and prevent recurrence.
- Anticipate client needs by identifying potential website issues before they arise.
- Develop and document processes, procedures, and solutions to enhance team efficiency and knowledge sharing.
- Maintain detailed records of all tasks, changes, and communications for transparency and future reference.
- Perform routine maintenance, including plugin updates, functionality checks, and performance optimizations with precision and adherence to client guidelines.
- Provide proactive recommendations to enhance website functionality, security, and performance.
- Stay informed about WordPress updates, web design trends, and emerging technologies to provide recommendations and guidance.
- Adapt to new tools, processes, and client needs to maintain excellence in service delivery.

Required Skills and Qualifications: (Must be met)
- Understanding of website structure, modern web design concepts, and WordPress fundamentals.
- Familiarity with website hosting platforms, domain management, and basic web development tools.
- Strong ability to prioritize tasks, manage deadlines, and coordinate resources effectively.
- Excellent verbal and written communication, with the ability to explain technical concepts to non-technical clients and team members.
- Meticulous attention to detail and a proactive approach to problem-solving.
- Dedicated to delivering exceptional client experiences through responsiveness and professionalism.
- Capable of multitasking in a fast-paced environment and working independently with minimal supervision.
- Enthusiasm for staying current with web technologies and best practices.
- Can Identify opportunities for performance optimization and recommend improvements.

Preferred Qualifications (Nice-to-have)
- WordPress Expertise
- Strong familiarity with SEO principles and tools.
- Hands-on experience in website performance monitoring and optimization techniques.
- Excellent judgment in web design, with an eye for understanding responsive, user-friendly websites that enhance the user experience.