Web Customer Support Specialist jobs in Maryland

Description: This position responds to calls, emails, or online chat regarding website/sitelet troubleshooting, site updates, plugin updates, server or hosting issues, etc. Assist with identifying the root cause of problems; manages and resolves issues in a constantly changing environment.

Responsibilities

Provide technical support to customers via email, phone and video.

Manage and resolve incoming martech support requests through our ticketing system

Build and update individual webpages and email marketing templates in the Parent Portal of the company's CMS and publishing up to 250 child Sitelets in the company's website ecosystem.

Build and maintain the corporate website and have an understanding of web design and wordpress

Maintain and monitor Google Analytics and Google Tag Manager

Maintain a high level of professionalism with affiliate offices and work to establish a positive rapport

Identify and implement the best technology solutions to facilitate the company's marketing strategy

Find ways to automate marketing workflows and tasks using innovative technology-based solutions

Maintain the marketing technology budget and negotiate future software purchases

Use marketing tools like content and tag management systems (such as WordPress and Google Tag Manager) to streamline our marketing workflow

Collect, monitor, and analyze data using KPIs, such as click-through rate, conversion rate, or cost-per-lead

Train our marketing team on using new technology solutions, such as digital advertising platforms, and database management and analytics

Act as the subject matter expert for marketing technology in regard to vendor relationships and within Sandler

Act as the Systems Administrator for all marketing applications including: Hubspot Marketing Hub, WordPress, Scorpion, Zapier and, SharePoint

Core and Position Specific Competencies:

Information Technology

Marketing

Action Oriented

Customer Focused

Problem Solver

Team Oriented

Qualifications:

Bachelor's degree or its equivalent preferred

Knowledge of HTML, CSS, and/or Content Management System (CMS)

Experience supporting WP Engine, WordPress, and HubSpot

3 years of experience in a technical support environment and/or web developer role

3 years of experience working in or alongside a marketing team

2 years of experience working as a marketing technologist or similar role

1-3 years performing website maintenance, backup, restore

Basic knowledge of web networking including DNS

Basic understanding of front-end technologies, including HTML5, CSS3, JavaScript

Understanding of web hosting and basic server administration

Excellent communication skills, including the ability to explain technical issues in user-friendly language to non-technical end users.

Excellent organization skills and attention to detail

Deep understanding of basic computer functions and the ability to teach and train others

Ability to work independently and balance multiple priorities in a remote workforce

Ability to learn and adapt to new technology and software packages as necessary

Displays courtesy and respect in working relationships with customers, franchisees and employees

Platform/Software Use:

WP Engine, WordPress (or CMS equivalent)

Microsoft Office

Adobe Creative Suite

Hubspot or other CRM

Zapier or other similar data tool

Work Environment and Physical Requirements:

While performing the responsibilities of this position, the employee is required to be stationary for long periods of time and may spend long periods of time sitting at the computer and on the phone. The employee is occasionally required to reach with arms and hands, climb or balance, and to stoop, kneel and crouch. Close vision and fine motor skills for computer are needed. The employee must be able to lift up to 15 lbs.

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• Experience level: Entry Level
• Minimum 1 year of experience
• Education: No Degree Required