About this role
The Website Support Specialist is a remote position whose primary responsibility is responding to website, social or advertising inquiries via Hubspot tickets, making outbound phone calls as necessary. Interpersonal skills, positivity, and marketing/website knowledge are critical to effectively addressing Pet Clinic/Hospital concerns. This role calls for someone who thrives in a fast-paced environment, autonomously troubleshoots problems, demonstrates initiative, and can multi-task at a high level.
Apply if you are excited to:
Handle full ticket lifecycle: actively listen to customers, investigate and resolve tickets, communicate the action items, progress, and resolution in simple terms, ultimately ensuring full understanding and customer satisfaction
As a trusted advisor, assist customers using programs like WordPress, Canva, Photoshop, and more, eagerly building knowledge and confidence to achieve quality standards
Utilize a support ticketing system (HubSpot) to accurately intake, update, and effectively manage a queue of inquiries
Become a subject matter expert on WhiskerCloud websites and use that knowledge to drive a best-in-class customer experience during every interaction
About You
1+ year of professional web design (WordPress) experience in a technical support or client services role
Strong customer-facing communication and interpersonal skills with genuine care and empathy displayed through all interactions
Exceptional organization, prioritization, and time management skills with a high level of comfort at the prospect of multitasking phone calls, live chats, and support tickets
Proven problem solver with creative/innovative ideas, and an ability to communicate complex issues in a clear and educational manner
Natural people person who is passionate about building relationships with different personalities and energized by turning neutral and unhappy customers into happy ones!
Experience with Hubspot, Canva, Google Suite, Google My Business, and Slack are preferred
This is a full-time, non-exempt, remote position where reliable internet and a workspace with limited background distractions is required. Employees can expect an hourly wage of $20-22/hr based on experience.
Benefits & Perks:
WhiskerCloud is a remote organization focused on a culture, infrastructure, and ecosystem that supports team members’ participation in critical decisions and information sharing, regardless of location. Benefits and perks include:
Medical coverage for employees and dependents (80-90% covered by employer)
Employer HSA contribution with HDHP
401(k) match up to 3.5%
Dependent Care Flexible Spending Account (FSA)
Dental & Vision coverage available
Basic Life and AD&D Insurance
Short and Long Term Disability
3 weeks of accrued paid time off
13 Paid Annual Holidays
Paid Parental Leave
Pawternity Leave, Financial Pet Adoption Support & Subsidized Pet Insurance
$250 Annual Stipend for Learning and Development