About the Role
Title: Web Services Coordinator
Location: Remote Remote US
Type: Full-time
Workplace: Fully remote
Job Description:
Who We Are
RYNO Strategic Solutions is an innovative, full-service digital marketing company with 350+ RYNOs offering exceptional internet marketing services since 2008. We stay ahead of our competition with top-notch proprietary strategies, tracking, and reporting. Due to our total transparency, our customers always know exactly what they receive through their marketing efforts with us. We are dedicated to helping Home Service companies find their customers online by utilizing the most cost-effective desktop and mobile strategies.
Our Mission
Connecting people to local businesses that improve the quality of their lives.
Our Values
- We prioritize INTEGRITY and transparency in every interaction, building trust and delivering lasting value.
- We aim for EXCELLENCE in everything we do, ensuring exceptional outcomes for clients and continuous growth for our team.
- We take ACCOUNTABILITY for our successes and failures, fostering a culture of trust and collaboration to deliver impactful results.
- We think differently, pursue INNOVATION relentlessly, and embrace every challenge as an opportunity for growth.??
- OBJECTIVITY drives our decision-making because data-backed solutions plus industry expertise wins every time.
Summary of Position
Reporting to the Web Services Manager, the Web Services Coordinator is responsible for supporting the web maintenance ticket queue and resource allocation.
We are looking for someone who is self-motivated, positive, highly organized, and demonstrates excellent written and oral communication skills.
Position Responsibilities
- Monitor incoming support tickets and assist in routing and case/task assignment
- Perform regular sweeps of the queue for reporting
- Identify and call out delayed or stalled tasks
- Support the web maintenance team with collecting additional information from CSMs where needed
- Follow up on incomplete tasks and items requested by/from internal teams
- Respond to chats related to ticket inquiries in a timely manner
- Integrate workflow change requests as directed
- Participate in the coordination of internal projects
- Monitor and process a high volume of tickets on a daily basis
- Collaborate in the task assignment to various team members based on skillset, expertise and availability while ensuring each task assigned has a clear owner and deadline
- Ensure high priority tasks are immediately addressed
- Oversee the completion of all tickets, ensuring timely resolution and high quality
- Coordinate team communication while a site is launching
- Lead daily standups to facilitate transition of open tickets between shifts
- Address ticket creators’ feedback and concerns in a timely manner
- Identify recurring ticket trends and escalate as potential core issues
- Ensure team members are tracking time on tasks
- Upkeep of Team Scorecard, Scheduling documents
Requirements
- 2+ years of experience in an administrative or operational support role required
- Digital Marketing agency experience highly preferred
- Proven experience with web-based ticketing systems and/or customer service platforms required
- Strong organizational and problem-solving skills required
- Ability to multi-task and meet tight deadlines
- Ability to function within a fast-paced a high-volume environment
- Familiarity with web development, SEO, analytics and digital marketing principles required
- Experience with Microsoft Excel and project management software required
- Excellent written and verbal communication skills required