Web Support Specialist

BLUE TENT MARKETING LLC•Chandler, AZ

1d•Hybrid

About The Position

Web support at Bluetent is fast paced and requires a passion for solving problems while providing a high level of customer service. The Support Specialist is responsible for daily technical troubleshooting, client communication and support tracking for the Web Services team. Your daily routine will include assisting clients by providing technical advice and answering client’s questions related to their website, API and/or CMS, or escalating issues as needed. This is a client-facing role and requires exceptional customer service, communication, and organizational skills. This position will allow you to build on your current skill set and explore new skills as we employ a vast array of technologies throughout our platforms. You will be working within the Web Support team and working closely with other departments in the company. This means answering questions for Strategic Account Managers, SEO Specialists, Email Account Managers, and others. Bluetent websites rely heavily on data retrieved via APIs so you will also be working with other third-party software partners. The Web Support department works closely with the development team and is expected to keep up with current workflows, development strategies, and technologies.

Requirements

2-3 years related experience
Exceptional communication and interpersonal skills, both verbal and written
Strong organizational skills with an eye for details
Excellent problem-solving skills and the ability to ask the right questions to get to the root of an issue
High School Diploma required
Experience with O365

Nice To Haves

Knowledge of, or experience with APIs a plus
Knowledge of, or experience with WordPress
Knowledge of, or experience with Drupal
Experience or interest in the vacation rental industry
Desire to learn about Bluetent’s products and services
Willingness to be flexible with a positive attitude toward adapting to change
Experience with Salesforce and Jira a plus
Bachelor’s Degree preferred

Responsibilities

Communicate with clients via email and phone regarding their requests within Bluetent’s outlined Service Level Agreement for response times
Investigate website issues, coordinate resolutions and monitor cases to completion
Keep track of and coordinate multiple projects with different project completion dates
Serves as a Project Manager on some website upgrades and implementation projects
Adhere to Bluetent’s policies on use of Subscription Support time and keep clients within budget
Identify trends in support requests and communicate them with management and the development teams
Troubleshoot software connection issues with any applicable data source or API
Contribute, maintain, and spread awareness of product documentation
Become a subject matter expert in Bluetent products and our associated platforms