Website Support Specialist
Website Support SpecialistDC - Hybridship The Website Support Specialist is the first point of contact for customers seeking assistance and support for an internal intranet, public website and other hosted applications that are maintained by the support team.
provides functional knowledge and support to clients.
Communicates regularly and may serve as a liaison between clients and the project team, captures supplementary specifications not included in client requirements, and logs and tracks requirements to closure.
Responsibilities/Duties:
Primary responsibility is user support and customer service.
Being present and available to clients requiring assistance during operational business hours.
Responsible for managing Customer Service Desk application and responding to all incoming service requests.
Provides timely response to all issues, updates customers on status, solicits additional information, if needed, and troubleshoots issue if appropriate.
Identify and escalate situations requiring urgent attention or tickets that are left in the queue unattended.
Become familiar with customer service desk policies and services.
Create and assign help desk tickets based on incoming email and phone requests.
Assists with writing and updating project documentation including system procedures, presentations, reports and provide inputs to training materials.
Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
Responsible for knowing when to escalate an incident, resolves intermediate questions to problems associated with account administration, system navigation/functionality, access, and FAQs.
Provides content for newsletters/communications on best practices, processes, and procedures for functional knowledge area.
Post/edit the EM public website and SharePoint training Post/edit on the EM intranet (portal) Responds to common user needs to support functional requirements for client projects.
Maintains current knowledge of relevant technologies and functional areas.
Minimum
Qualifications:
HS Diploma.
2-5 years of relevant experience.
Strong knowledge of and ability to use computers, including the Microsoft 365 Suite, SharePoint & Teams.
Being able to type quickly and accurately is essential.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Excellent oral and written communication skills.
Attention to detail Ability to provide support over the phone; good phone skills, professional demeanor.
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Creativity.
Ability to think around problems and come up with creative solutions is helpful.
Ability to work with or without direct supervision.
Working knowledge of common operating systems and software applications.
Must have strong interpersonal and communications skills.
Must be confident in ability to control phone conversations and guide customers.
Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
Ability to work in a team-oriented environment.
Excellent ability to multi-task.
Must be flexible and dependable.
Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
Knowledge of ITIL framework and processes preferred.
Skills Required:
Windows 10Microsoft 365Experience working with customers, users and project leads in IT business applications and systems.
Skills Preferred:
Experience in Service Desk or customer support role#cjpost Recommended Skills Active Listening Administration Attention To Detail Communication Customer Service Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
provides functional knowledge and support to clients.
Communicates regularly and may serve as a liaison between clients and the project team, captures supplementary specifications not included in client requirements, and logs and tracks requirements to closure.
Responsibilities/Duties:
Primary responsibility is user support and customer service.
Being present and available to clients requiring assistance during operational business hours.
Responsible for managing Customer Service Desk application and responding to all incoming service requests.
Provides timely response to all issues, updates customers on status, solicits additional information, if needed, and troubleshoots issue if appropriate.
Identify and escalate situations requiring urgent attention or tickets that are left in the queue unattended.
Become familiar with customer service desk policies and services.
Create and assign help desk tickets based on incoming email and phone requests.
Assists with writing and updating project documentation including system procedures, presentations, reports and provide inputs to training materials.
Coordinates efforts with staff associates and subject matter experts to resolve problems; logs and tracks requests for assistance related to the application as a primary user contact.
Responsible for knowing when to escalate an incident, resolves intermediate questions to problems associated with account administration, system navigation/functionality, access, and FAQs.
Provides content for newsletters/communications on best practices, processes, and procedures for functional knowledge area.
Post/edit the EM public website and SharePoint training Post/edit on the EM intranet (portal) Responds to common user needs to support functional requirements for client projects.
Maintains current knowledge of relevant technologies and functional areas.
Minimum
Qualifications:
HS Diploma.
2-5 years of relevant experience.
Strong knowledge of and ability to use computers, including the Microsoft 365 Suite, SharePoint & Teams.
Being able to type quickly and accurately is essential.
Friendly presence and helpful attitude; good interpersonal skills and ability to work well with others.
Excellent oral and written communication skills.
Attention to detail Ability to provide support over the phone; good phone skills, professional demeanor.
Good problem solving skills; ability to visualize a problem or situation and think abstractly to solve it.
Ability to handle constantly changing flow of traffic; remain productive during slow times, be able to multitask effectively during busy times, exercise patience and professionalism during stressful situations.
Creativity.
Ability to think around problems and come up with creative solutions is helpful.
Ability to work with or without direct supervision.
Working knowledge of common operating systems and software applications.
Must have strong interpersonal and communications skills.
Must be confident in ability to control phone conversations and guide customers.
Ability to provide step-by-step instructions and clearly express ideas and solutions to customers and colleagues.
Ability to work in a team-oriented environment.
Excellent ability to multi-task.
Must be flexible and dependable.
Strong active listener, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times, preferred.
Knowledge of ITIL framework and processes preferred.
Skills Required:
Windows 10Microsoft 365Experience working with customers, users and project leads in IT business applications and systems.
Skills Preferred:
Experience in Service Desk or customer support role#cjpost Recommended Skills Active Listening Administration Attention To Detail Communication Customer Service Friendliness Estimated Salary: $20 to $28 per hour based on qualifications.
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