Tier 1 Support Specialist

Sandbox Software is seeking a Website Support Specialist to provide ongoing support and maintenance for client websites built on Word Press and proprietary content management systems. This role is ideal for someone who enjoys helping clients, solving problems, managing website content, and ensuring websites remain accurate, accessible, and up to date.
As a member of our Support team, you will work directly with clients and internal teams to manage website content, perform routine maintenance, troubleshoot issues, and deliver a high-quality support experience. You will play an important role in helping clients maintain effective, reliable, and accessible digital platforms while meeting established service levels and quality standards.
Job Type:  full-time permanent, 37.5 hours per week
Location :
Hybrid (Remote and at our Guelph location)

Reports to:

Support, Infrastructure and Security Manager
Job Overview:
Manage website content within Word Press and proprietary CMS platforms, including creating, editing, publishing, formatting, and organizing pages, media, navigation, and documents while ensuring consistency with branding and accessibility standards.
Perform routine CMS administration, including managing user accounts and permissions, configuring approved settings, installing and configuring approved plugins or modules, and supporting scheduled content publishing.
Troubleshoot and resolve common website issues such as broken links, formatting and layout problems, cache-related issues, basic CMS errors, and user access requests, escalating more complex issues as required.
Perform routine website maintenance by applying CMS, plugin, and theme updates in accordance with established procedures, validating functionality, and monitoring for update or compatibility issues.
Build positive client relationships through responsive, professional support, clear communication, and timely follow-up, ensuring a consistent and customer-focused experience while meeting service level agreements (SLAs).
Expected Capabilities:
Strong written and verbal English communication skills.
Excellent customer service and interpersonal skills.
Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
Strong attention to detail and commitment to producing accurate work.
Excellent problem-solving and troubleshooting skills.
Ability to follow documented processes and standard operating procedures.
Strong organizational and time management skills.
Ability to work independently while collaborating effectively within a team.
Willingness and aptitude to learn new technologies, platforms, and business processes.
Basic understanding of content management systems (e.g., Word Press) and website administration.
Familiarity with common web technologies such as HTML and CSS (basic level).
Ability to clearly document work performed and communicate technical information to non-technical users.
Experience using ticketing or help desk systems to manage support requests.
Commitment to maintaining confidentiality and following security best practices.
Ability to remain professional and composed when supporting users and resolving issues.
Expected Values:
Pride and accountability in your work (doing it right the first time)
Respect and attentiveness to customers, partners, and co-workers
Honesty and transparency in your relationships
An ongoing commitment to doing even better next time
Supporting and fostering your own personal and professional growth, as well as that of others
Compensation:
Annual Salary: $42,500 to $50,000
Work from home
Christmas Holiday Shutdown and Early Summer Fridays, in addition to vacation and statutory holidays
Health Spending Account
RRSP matching program
Paid Amplifying Good Volunteer program
Sandbox welcomes applications from any qualified persons. Only those selected for an interview will be contacted. Should you require accommodation during the interview process, please let us know.

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