The website production and support coordinator plays a key role in our Customer Success team. You work in a tight knit group of high achievers. You are the "Face" and "Voice" of our organization working directly with our clients in helping them win online. You will work on projects under light supervision and will be challenged on a daily basis as you work on a large variety of tasks and duties, ranging from web development to customer care.
NOTE: To apply for this role please respond to this posting with the subject line Interview Me
-Great organization, documentation and communication skills
-Excellent time management
-HTML & CSS experience
-Adobe Suite (Photoshop, Illustrator)
-Customer support experience
-Content management experience (open source Drupal, Joomla etc.)
-Some experience with PHP is a nice to have (but not required)
-Understanding of SAAS business model
-Sense of humour
-Excellent oral and written communication skills
-Calmness under pressure
Key Responsibilities: Production & Support
-Produce new websites using our CMS, and provide support for existing clients via phone, livechat and email.
-Hold production & support meetings with clients
-Perform production and support tasks and manage work queue
-Convert trial accounts into live account by following the JumpStart process
-Touch base with key contacts at partnering organizations
-Update Production and Support documentation on Wiki and external documents for clients and update on an ongoing basis as needed.
-Maintain and update client information in the CRM
-Proactive QA calls and email with clients
-Get referrals from exiting clients & Generate Leads Using the "Tell a Friend" page during the production & support processes
-Provide regular work updates though daily scrum notes and weekly support meetings
-Provide education to clients through Production/Support Seminars & Knowledge Base
-Where appropriate, generate content for our various social media platforms and work with marketing and support team to post.
-Work closely with our internal team members (Production/Support Manager, Account Manager and Developers) to continually -improve our internal systems and processes.
-Live Core Values.
What you will learn:
-Client Relation Skills
-How to work with websites in a Content Management System
-Coding using CSS
-Working with a CRM
-In-depth understanding of how a SaaS operates
-How to develop relationships with key partnering organizations