Research and Development Tier 1 Support Specialist at WebFX

Who We're Looking For

Desired Education

• Bachelor’s degree is preferred.
• Pre-employment testing is required.

General Knowledge

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Comfortable with both object-oriented and procedural programming methodologies

Qualities

• Likes to get things done, highly efficient
• Commitment to delivering high-quality communication, and bug fixes to users
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality, highly empathetic to users
• Obsesses over details
• Enjoys writing processes and making technical concepts more consumable for their audience
• Ability to understand prioritization/urgency level

What You'll Do

• Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
• Test site bugs yourself and confirm if you’re able to replicate
• Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
• Update application documentation, processes and standard operating procedures
• Publish in-app guides/documentation answering frequently asked questions
• Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
• Manually test new features and bug fixes
• Clearly communicate when Requests need edits or additional information
• Report on weekly KPIs: ie. tickets received, tickets completed, etc.
• Report on guides/help docs analytics / usage