Design Prodigy – Technical Support Crew

Technical Support Crew

Entry Level / Junior Executive

Customer Service / Communications, IT / Information Technology

41C Boat Quay

We have high expectations for our technical support crew because they are such a crucial part of our business. We work hard to impress our clients, from initial consultation to post-launch support. Once our sales and production staff have impressed the client, it is the job of technical support to continue to impress them over time.
We’re looking for interns who are passionate about helping people, web code, web databases, cloud-based servers, and other web services including a basic understanding of web design and development (primarily PHP/MySQL). We’re looking for someone that can clearly and effectively communicate to customers who are often non-technical, someone that is incredibly well organized, and most importantly someone that thrives on providing an awesome customer experience.
Required skills include:
• A basic understanding of PHP/MySQL (LAMP stack) so that you can immediately address the most basic issues, and properly troubleshoot more complex issues.
• Delegating complex issues to our developers, giving them a clear understanding of the scope of the issue they are being asked to support.
• Critical thinking skills are imperative for a tech support specialist. When presented with a challenge, tech support staff must brainstorm and implement solutions quickly and effectively.
• Strong interpersonal skills, as it is vital for the Web support staff to understand clients' needs and identify appropriate strategies to fill those needs. It is also important for support specialists to be team players, as communication with project managers and other staff will be required.
• Being detail oriented and organized, and possessing time management skills to meet deadlines.
• Managing the process, coordination and facilitation of incoming requests to the Support Center via telephone, e-mail and online support ticket to ensure courteous, timely, and effective resolution of end-user issues.
• Monitoring and testing fixes applied by all staff to ensure problems have been adequately resolved before closing a ticket with a customer.
• Analyzing performance of support activities and documenting resolutions, identifying problem areas, and devising and delivering solutions to enhance quality of service and to prevent future problems.
• Consulting with customers to uncover opportunities, matching those opportunities to our services, and then passing the lead along to a sales rep for a quote.
• Effectively managing client expectations.
• Going the extra mile to make sure customers are thrilled with our service desk support.
• Explaining our services including digital consultation, web integration and development, digital marketing, and social media to a client in a way that makes sense to them regardless of their current level of understanding on the subject.
• Constantly taking the initiative to learn and develop the skills required to identify new sales opportunities and present solutions.
• Prioritizing the needs of multiple customers and multiple support tickets.
• Understanding the difference between the layout layer of a website and the content layer.
• Understanding the difference between a graphics issue, a programming issue, and a server/network-related issue.
• Processing domain registrations.
• Managing DNS records including zone file acquisition and management.
• Managing Google AdWords campaign setup and keyword/budget adjustments.
• Setting up Google Webmaster including
o XML Sitemap submission to Google Webmaster
o Website monitoring via Google webmaster
• Proficiency using PCs including MS Office, major browsers (IE, FF, Safari, Chrome), social networks such as Facebook, Twitter, and Google+ and other web-based applications.
• Demonstrate a broad understating of current web trends and an eagerness to learn what you do not already know about web design, web development, SEO and social media.
• Handling complaints from customers gracefully. You must always listen carefully to the consumer, research the complaint and provide helpful suggestions to resolve the matter in a way that is satisfactory to the customer and the company in a timely manner.
• Regularly updating websites for existing clients and if requested work should fall outside the scope of regular maintenance, the Web support staff may be required to estimate a timetable and cost estimate for implementation.