Website Support Specialist

Website Support Specialist

Hybrid Role:
Reports onsite to our offices in Norfolk, VA three days per week and remote two days per week.

• Day to day management of ticketing queue and first level inbound calls. Handling most inquiries, and collaborating with the Design Team on more challenging/time consuming requests.
• Help customers by providing answers to questions about the DX1 Marketing Solutions.
• Share information with other team members on how problems or issues were resolved.
• Provide CMS support, answering questions, and increasing first touch resolution on inbound website/cms requests.
• Troubleshoot and resolve HTML, CSS, and design issues.
• Look “past the request” to proactively resolve any additional issues found.
• Discuss features available that customers are not taking advantage of and elevate any opportunities to the account management team.
• Maintain constructive relationships with customers and bring to the attention of the management team any recurrent issues/inquiries.
• Provide timely follow up with customers regarding their requests – via ticketing system and making outbound phone calls.
• Basic website updates as well as training customers on how to complete requests themselves.
• Providing updates to the Website Manager of queue stats and progress.
• Special projects assigned by Website Manager to assist the Website Team and our business goals.

• Associates Degree or Bachelor’s Degree in Graphic and/or Web Design and/or Web Development and/or Computer Science.
• Prior experience working on a Help Desk, Technical Support team, or Call Center.
• 2+ years web design/development experience a plus.
• 2+ years Customer Service/Support Experience a plus.
• Exceptional time management skills.
• Experience working within content management systems (ie. Wordpress, , etc.)
• Ability to troubleshoot in-depth technical issues.
• Excellent communication skills, both verbal and written.
• Ability to multi-task and adapt in a fast paced work environment.
• Must be a team player; be highly motivated, self-starting, and committed to achieving results.
• Strong documentation skills with a high focus on detail.
• Highly detail-oriented in aspects of day-to-day tasks.
• Understanding of responsive web design and development targeted at mobile devices.
• Basic level graphics development knowledge.
• UI/UX – Bootstrap – CSS – HTML – Adobe CC – CMS – SEO: entry/mid level understanding/experience required.
• DNN – LESS – JS – JQuery: basic level understanding/experience a plus!
• Basic dealership operations or industry specific experience is a plus but not required.

Dominion Enterprises is an equal opportunity employer.