Website Support Specialist

Responsibilities

• Provide exceptional customer service and maintain a customer-first perspective at all times.
• Independently maintain and support our client base’s Word Press websites.
• Respond to case tickets (CRM) from clients for support or enhancements via email and live calls.
• Diagnose and resolve issues with Word Press core, themes, plugins, and third-party integrations.
• Research and implement fixes for website plugins and libraries with minimal guidance.
• Effectively manage details and work collaboratively with the team.
• Thoroughly document all interactions, changes, and updates performed.
• Have a personal sense of ownership for all aspects of their work.
• Provide client training to prepare new users and established clients for success in learning and using Word Press.
• Use AI tools where appropriate to speed up troubleshooting, documentation, and client communication.

• Significant, recent, hands-on Word Press experience is required
  — please be specific about your Word Press background in your application.
• Demonstrated ability to troubleshoot real Word Press issues independently: plugin conflicts, theme errors, broken layouts, performance issues, security concerns, etc.
• Comfortable working directly in the Word Press admin, page builders (e.g., Elementor, Divi, Gutenberg), and common hosting/CMS environments.
• Comfortable with, or actively leveraging, AI tools (e.g., for troubleshooting, writing client-facing documentation, drafting responses, or streamlining research).
• Strong customer service skills.
• Experience working in a call-center environment.
• Ability to solve problems creatively and effectively.
• Ability to accept feedback and develop positive relationships with clients and colleagues.
• Proven work experience as a web developer or in web content management (CMS) role is preferred.
• Able to answer phones and communicate clearly using internal and external communication systems.
• Exceptional time management skills, self-motivated, and reliable.
• Desire to learn new skills.
• Bilingual (preferred).

• 8 hour shift (9-5)
• Monday to Friday
• Some on-call weekend shifts may be needed. As this is a support position, some work time may extend past 5 PM.
• Work Location:
  
  In-person full time role in Byron Center, MI 49315. Though this is an in-person role, there is currently a hybrid work-from-home model in place:
  Monday, Wednesday, and Friday in the office, and Tuesday and Thursday from home after the training period concludes (typically 3 months, but will be largely dependent on the candidate’s progress).

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

• Word Press: 2+ years required, with clear, specific examples of independent troubleshooting and client-facing support work.

We are the leading provider of Catholic communication solutions serving the growing needs of the Church. For more than 63 years, we have proudly served the Catholic Church with distinction, with offices located in Grand Rapids, MI;
Columbus, OH;
Harrisburg, PA;
Orlando, FL; and Austin, TX. Our innovative product line has us poised for even faster growth to meet the changing needs of the Church as it enters the digital communications age.