Web Solutions Expert

We are seeking a detail-oriented and resourceful professional to join our team as a Web Solutions Expert. This individual will provide support to clients through various channels, including phone calls, emails, and slack.

The ideal candidate will be responsible for handling customer inquiries and requests in a timely manner, identifying problems, and offering solutions and recommendations to improve client websites. Additionally, they must possess excellent interpersonal communication skills to effectively convey client requests to our production team.

• Assist clients throughout the website production process until their website is launched.
• Serve as a liaison between clients and our production team.
• Ensure projects remain within scope.
• Provide regular progress updates to clients on project status.
• Maintain open communication with clients to ensure satisfaction and resolve any issues promptly.
• Utilize industry best practices to suggest improvements to clients' online presence.
• Collaborate with clients to design homepage, inner pages, and custom requests.
• Develop aesthetically pleasing, functional, and user-friendly designs.
• Establish and maintain strong customer relationships.
• Monitor and resolve web project issues efficiently.
• Deliver project status reports and updates to clients and managers.
• Communicate effectively with our Los Angeles office via phone and email.
• Anticipate potential errors in projects before clients contact customer support or sales.
• Ensure successful project launches with minimal post-launch revisions.
• Proactively review websites for possible issues and propose revisions.
• Respond promptly to client inquiries and provide high-quality customer service and web consultations.
• Document customer requests and issues related to company products and services through various channels.
• Identify and record customer needs and requirements via our internal management system.
• Employ internal and external resources to provide resolutions and suggestions for enhancing client websites.
• Set realistic turnaround time expectations for services provided.
• Escalate issues to the production team and follow up on tasks to meet deadlines.
• Build and maintain rapport with existing and potential clients to promote product solutions based on client needs and preferences.
• Prioritize tasks, work independently, and meet team metrics set by management.
• Adapt to changes implemented by management and share knowledge with the team to improve performance.

Requirements:

• At least 1 year of experience in customer support, specifically serving U.S./North American clients.
• Excellent written and oral communication skills with a neutral North American accent.
• Ability to handle multiple tasks simultaneously, prioritize workload efficiently, and meet strict deadlines.
• Strong analytical and problem-solving skills.
• Flexibility to work night shifts and overtime when necessary.
• Previous Salesforce experience is a plus.
• Knowledge of website content management and internet-related products (e.g., web hosting, email hosting, email configuration, DNS host management) is highly desirable.
• Familiarity with Real Estate terminologies and general knowledge is an asset.

Feel secure when applying: research companies thoroughly and avoid situations involving payment or work without compensation during the application process.

We are a technology and digital innovation company with over 25 years of experience helping businesses succeed through cutting-edge solutions and strategies. We offer a suite of web-based digital products for global clients, including full web design, internet marketing, content creation, and app development.

Our core values are: dare something worthy, find your awesome, and earn your beef. We foster a collaborative environment that encourages our team members to go beyond their job descriptions and achieve more.

Join us in our mission to empower individuals and businesses to excel in their chosen careers.