Support Manager
Related: Digital Account Manager, Website Coordinator
As a Support Manager for Idea Marketing Group, you will build strong, long-lasting relationships with existing clients. You excel at managing all inbound WordPress maintenance and support requests, delegating work to the production team as needed.
Responsibilities
- Field and schedule incoming support requests
- Acknowledge receipt of customer’s request within 3 business hours and send turn-around estimation within 24 hours
- Simple text and photo edits to be completed within 2-3 business days
- Larger requests scheduled out beyond 3 days
- Collaborate with the Lead Developer to prioritize and assign tasks accordingly
- Manage daily support changes, and create reference documentation for team use when necessary
- Accurately log hours
- Utilizing Asana daily for task management and noting project details accordingly
- Responsible for upselling Support packs, Redesigns, Improvement plans, etc. to existing clients
- Manage monthly hosted site maintenance
- Process customer invoices from support tickets and additional projects as necessary.
- Work closely with the Finance & Administration Manager assisting with mail pick up and weekly check deposits.
- Continually seek out professional development opportunities to further develop skills (minimum 36 hours per year)
- Travel 10–20% based on need, customer face-to-face interaction, and team support
Qualifications
- Bachelor’s degree in a related field or equivalent combination of education and experience
- 5-7 years of related WordPress experience
- Intermediate to advanced knowledge of GSuite, Asana, and HubSpot
- Intermediate knowledge of HTML and CSS (SCSS)
- Basic troubleshooting comprehension of JavaScript and PHP
- Excellent written and verbal communication skills via phone and video chat
- Good listening skills with applied creative thinking
- Excellence in time/task management, attention to detail, and overall organization
- Self-motivated and driven; able to work independently or collaboratively as part of a team
- Ability to effectively communicate complex information clearly and persuasively
