Job Description
Website Support Specialist
United States Virtual Req #39100
Gannett Co., Inc. (NYSE: GCI) is a subscription-led and digitally-focused media and marketing solutions company committed to empowering communities to thrive. With an unmatched reach at the national and local level, Gannett touches the lives of millions with our Pulitzer Prize-winning content, consumer experiences and benefits, and advertiser products and services.
Our current portfolio of media assets includes The USA TODAY NETWORK, which includes USA TODAY, and local media organizations in 43 states in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. We also own digital marketing services companies under the brand LocaliQ, which provide a cloud-based platform of products to enable small and medium-sized businesses to accomplish their marketing goals. In addition, our portfolio includes one of the largest media-owned events businesses in the U.S., USA TODAY NETWORK Ventures.
Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid.
To connect with us, visit www.gannett.com
Looking for a motivated and detail-oriented customer centric champion to join our team as a Website Support Specialist. In this role, you will provide timely support for clients and internal teams through our support request management system, email and team channels related to website edits or updates, domain settings, and other website aspects. This position plays a crucial part in ensuring the smooth functioning of our client’s websites and providing excellent customer support. Collaborate with cross-functional teams to ensure effective communication and problem resolution.
Duties and Responsibilities:
- Edit websites based on client and internal team requests, ensuring all changes are accurately implemented and meet the client’s specifications.
- Manage and resolve various support requests in a timely manner.
- Troubleshoot site and DNS issues reported by clients and internal teams.
- Assist with checking voicemails and client callbacks as needed.
- Maintain internal communication regarding support requests with various teams.
- Daily personal queue management which includes completing assigned support cases, providing timely updates to the requester, and following case handling process as directed.
Education and Experience Requirements
- A minimum of three or more years of experience in a customer support role.
- Working knowledge of backend website functionality.
- Comfortable working with debugging tools such as Chrome inspector, etc.
- Proficiency in HTML, CSS and other web technologies.
- Experience with content management systems (CMS) such as WordPress.
- Familiarity with DNS management, including setup and transfer.
- Strong problem-solving skills and ability to think critically under pressure.
- Excellent communication skills, both verbal and written, including the ability to explain technical issues in user-friendly language to non-technical end users
- Attention to detail and ability to multitask effectively.
- Ability to work independently, as well as with groups, and balance multiple priorities.