Web Customer Support Specialist jobs in Fitchburg, MA

JOB TITLE
Web Support and Accessibility Specialist II

LOCATION
Worcester

DEPARTMENT NAME
Web Development

DIVISION NAME
Worcester Polytechnic Institute - WPI

JOB DESCRIPTION SUMMARY
The Web Support & Accessibility Specialist II is responsible for overseeing and providing web technical support and training to WPI internal users to ensure published content meets the university's content, branding, usability, user experience, SEO, and web accessibility compliance standards on a wide range of content management platforms (web, email, webform) supported by Marketing Communications.

WPI is passionate about creating an inclusive workplace that promotes and values diversity. We are looking for candidates who can support our commitment to equity, diversity and inclusion.

JOB DESCRIPTION
Web Support & Training

The Web Support Specialist provides technical support, recommendations, create and manage technical documentation to help CMS users publish, update and maintain content on a wide range of digital publishing platforms.

Duties:

• Be the first point of contact for technical support and provide training to internal users for the university's content management platforms (Drupal, Wordpress), email marketing system (Mailchimp), and web forms (FormSite).
  
• Provide training, workshops, and customer service support to campus partners, maintains systems documentation and training documentation for Drupal and Wordpress.
  
• Provide first-line web technical support and customer service to end users on a variety of issues.
  
• Provide critical technical support and expertise to the Marketing Communications division teams (Content, Internal Communications, and Public Relations) to create and publish pages, news stories and press releases in Drupal, with sometimes tight time constraints.
  
• Assist the President's office with sending the monthly recap email to WPI Trustees
  
• Serve as the primary technical contact, assisting the Marketing Internal Communications team with the creation and publishing of the WPI Today email sent daily to all employees.
  
• Manage the publishing of content on the WPI interactive maps (Campusbird) as well as additional systems necessary to the publishing of content on WPI digital web properties (captioning, digital asset management, etc.).
  
• Respond to technical and content related inquiries primarily via email, phone, remotely (video conferencing, training videos, phone, email using a help desk support application) and provide training to campus partners (one-on-one or group training via Zoom or in-person).
  
• Responsible for overseeing, providing training and maintaining technical documentation for the Marketing Communications student helpdesk, prioritize their tasks using the WPI ticketing system (Cherwell) and our internal project management platform (Gitlab).
  
• Continuously measure the success and efficiency of the current training curriculum and update as required to ensure best practices are followed.
  
• Provide feedback from campus partners to the Web Team related to helping improve or adding new CMS functionalities to meet the university and marketing department's needs.
  

Web Accessibility

As the web accessibility lead, you will work to ensure that wpi.edu provides a similar experience for everyone, including users with disabilities. You will stay informed, identify and help prioritize the implementation of any new required Web Content Accessibility Guidelines (WCAG). You will gain new knowledge and expertise by attending online webinars and staying engaged with our web accessibility technology partner.

Duties:

• Create and maintain documentation and training materials to educate CMS users
  
• Monitor, identify and fix web accessibility issues using SiteImprove
  
• Run and schedule weekly reports to keep track of compliance issues
  
• Evaluate web pages for WCAG 2.0 A/AA conformance
  
• Continuously assess the wpi.edu for accessibility, to include and fix color contrast, keyboard focus, and other accessibility requirements
  
• Review, test and optimize PDFs as necessary
  
• Work with your teammates from the Web Team to discuss and schedule any necessary web development to fix any navigation and/or structural issues on the wpi.edu Drupal website
  
• Collaborate with the WPI Office of Disability to educate internal users on web publishing related best practices
  
• Publish web accessibility tips and recommendations in the quarterly CMS newsletter

Web usability and user experience

In collaboration with the Digital Marketing team, you will implement and provide recommendations to internal CMS users to ensure content they publish meets usability, user experience (UX) and SEO standards.

This includes (but not limited to):

• Ensure that links, videos, images and other media use the appropriate title or descriptions as it applies to meet web accessibility standards
  
• Identify and resize large files (PDFs, documents, images) to optimize web page speed load
  
• Monitor the use of copyrighted logos and other media (graphics, photos, images) and remove as necessary
  
• Improve the user experience by scanning the website for broken links to fix
  
• Evaluate website change requests from users and make recommendations for the best way to display content to make it easy for visitors to find and consume content
  
• Make sure that content is appropriately shared across web pages but not duplicated to ensure content remains accurate and in-sync throughout the website
  
• QA new websites from a usability standpoint to ensure that the user interface meets accessibility standards, ensuring a better user experience for all.
  

Additional responsibilities

• Create detailed and accurate description of customer problems, troubleshooting steps and resolutions. Document, track, and monitor the problem to ensure a timely resolution and escalate to leadership as needed.
  
• Hire, train, schedule, and supervise WPI students to serve as technical and customer service support on CMS Help Desk
  
• Grant access rights to content publishers who have received training and the proper authorization.
  
• Creates web forms with payment processing capabilities.
  
• Work with cross-division functions to ensure that design and delivery of training support for campus partners is aligned with goals. Assist with creating new training materials and deliver on-site training for internal campus audiences.
  
• Additional web related duties: implement shorturls and set up redirects;
  
• Work with web accessibility vendor to identify errors that require escalation to the web development or content teams.
  
• Other duties as assigned.
  

Requirements

• Bachelor's degree or the equivalent combination of education, training and, experience.
  
• 4-6 years help desk support experience required.
  
• 4-6 years CMS experience required; Wordpress or Drupal preferred.
  
• Demonstrated experience with HTML and coding standards: HTML Web Page Structure, SEO (meta tags, tagging, keyword optimization), image and link optimization, etc.
  
• 2-4 years experience in Mailchimp or similar email marketing platform
  
• 1-3 years experience implementing and managing web accessibility standards (WCAG 2.0), Web Accessibility certification a plus
  
• Accessibility testing experience with at least one of the following screen readers: NVDA, JAWS, VoiceOver
  
• Knowledge and understanding of section 508 of the Rehabilitation Act of 1973, Americans with Disabilities Act, as Amended, World Wide Web Consortium's Web Content Accessibility Guidelines (WCAG) Standards.
  
• Exceptional customer service skills, including oral and technical written communications.
  
• Excellent interpersonal and effective communication skills with a strong customer service orientation and the ability to interact effectively with all levels of staff and faculty in the university community.
  
• Excellent organizational and problem-solving skills.
  
• Supervisory experience a plus
  
• Ability to multi-task and think and respond in a timely manner. Need to be able to change gears quickly and work efficiently when responding to multiple support tickets on a variety of products.
  
• Ability to communicate effectively to audiences of varying technical knowledge and abilities.
  
• Experience creating and maintaining training documentation preferred.
  
• Experience as a trainer/educator for technical products.
  
• Solid technical proficiency with the ability to install, utilize and troubleshoot a variety of operating systems and web applications.
  
• Ability to deliver product and technology-based training to a variety of different learners.
  
• Ability to adapt to evolving products and technology.
  
• Ability to work collaboratively and effectively within a team environment.
  
• An ability to take initiative and work with limited direction.
  
• Willingness to learn and adapt quickly.

WPI requires employees to be fully-vaccinated (including a booster shot) for COVID-19. For additional information on WPI's response to COVID-19, refer to https://www.wpi.edu/we-are-wpi

FLSA STATUS
United States of America (Exempt)

WPI is an Equal Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability. We are seeking individuals with diverse backgrounds and experiences who will contribute to a culture of creativity and collaboration, inclusion, problem solving and change making.

To apply, visit: https://wpi.wd5.myworkdayjobs.com/en-US/WPI_External_Career_Site/job/Worcester/Web-Support-and-Accessibility-Specialist-II_R0001857

About WPI
WPI is a vibrant, active, and diverse community of extraordinary students, world-renowned faculty, and state of the art research facilities. At WPI, we have competitive and comprehensive benefits, including health insurance, long-term care, retirement, tuition assistance, flexible spending accounts, work-life balance and much more.

Diversity & Inclusion at WPI
WPI is committed to creating an inclusive workplace where everyone feels valued and respected; a place where every student, faculty and staff member can be themselves, so that they can study, live, and work comfortably, to reach their full potential, and make meaningful contributions in order to meet departmental and institutional goals. WPI thrives on innovative practice and welcomes diverse perspectives, insight, and people from diverse lived experiences, to enhance the community environment and propel the institution to the next level in a competitive, global marketplace.jeid-85e84cf43c855644b0dbf764ec0f6598