Web Support Rep

Our client base is growing steadily and we’re looking for a Web Support Coordinator to provide phenomenal support and service to our clients. You will be part of the Tech Services team and will work with Project Managers and clients to understand and document support requests, manage deadlines, and execute website and design support tasks and projects. This position requires experience working in WordPress, basic Photoshop, HTML & CSS, excellent communication skills, and consistent use of established processes.

Role & Responsibilities

  • Daily management of support tasks for client requests, website maintenance, and design-related tasks
  • Deployment of website enhancements
  • Basic WordPress theme setup, edits, design, and content implementation tasks
  • Effectively schedule, execute, and complete tasks utilizing WordPress, Photoshop, and other software tools
  • Gather and organize all needed assets for client support projects and tasks
  • Foster productive communication between client and agency

Core Skills

  • Professional communication with attention to detail, practical listening skills, and ability to create clear documentation and recap summaries
  • Comfortable in and contributing to a process-driven environment
  • Ability to determine client website issues and use clear communication with the development team
  • Understanding the importance of following up and closing issues positively and adequately.
  • Comfortable in a multi-tasking environment, the ability to prioritize and meet deadlines
  • Previous experience with support applications like ticketing systems, G Suite, Slack, and Atlassian applications such as Confluence and Trello.

WordPress Skills

  • 3+ years of experience working with WordPress
  • Well-versed with the WordPress backend, different types of themes, plugins, and layouts.
  • Gravity Forms and add-on enhancements, including connecting to email platforms, Salesforce, Authorize.net, Stripe, HubSpot
  • Experience with database uploads/downloads, data exports/imports
  • Email SMTP knowledge a plus (SendGrid, SPF, AWS SES)
  • Knowledge of the WooCommerce e-commerce platform, shipping, and order management is a plus

Basic Understanding of Web Skills

  • Google Analytics, Search Console, Tag Manager set up and configuration
  • Site SEO best practices and standards, sitemaps
  • Web Accessibility standards
  • PHP coding language
  • jQuery / Javascript

Comfortable with the Following Web Skills

  • HTML and CSS
  • Terminal and WP CLI
  • Adobe Creative Suite (Acrobat, Dreamweaver, Photoshop, InDesign)
  • Site QA including browser testing and responsive checks
  • Administering and supporting file transfer and edits using an SFTP client
  • Navigating cPanel/WHM/PHPMyAdmin
  • Domain Management SSL & DNS Updates

Perks and Benefits

  • Health benefits
  • 401k
  • Unlimited vacation
  • A motivated, close-knit team
  • Flexible schedule
  • Parental leave

Some Details

  • Both part-time and full-time candidates will be considered
  • You must be able to work in the US legally
  • Both remote and local candidates will be considered
  • Previous web agency experience is a plus

About Us

3 Media Web is an award-winning digital experience agency. We specialize in designing, developing, and promoting websites for medium- and enterprise-level clients on the WordPress platform. We were named the best places to work in Boston.

Best Places to work 2020 Business Intelligence, 3 Media Web

Named Best Places to Work

3 Media Web took the award for the “small business” category and 14 other winners across the USA.