Web Support Specialist

2 months ago

Warwick, United States Brave River Solutions Full time

Brave River Solutions is a five-time awardee in the Providence Business News Best Places to Work program


The Web Support Specialist / Web Project Manager is a dual-responsibility role. First is being the primary point person for providing technical and friendly support to our website and eCommerce clients requesting support or encountering issues. You’ll work with clients via phone, support tickets, and email to troubleshoot website or hosting issues, coordinate work on smaller enhancements, and provide a positive and responsive experience. The second role is as a project manager on selected website design and development projects.


This is a full-time position in a growing creative / technology firm. Brave River has a hybrid work schedule (This role includes two-days per week in the Warwick, RI office).


Support Responsibilities:

  • Answer client calls, emails, and tickets entered by clients regarding website troubleshooting, site updates, plugin updates, server or hosting issues, email creation and troubleshooting
  • Manage and resolve incoming support requests through hands on support, as well as coordinating and assigning tasks to developers.
  • Maintain a high level of professionalism with clients and work to establish a positive rapport
  • Provide Account Management / Project Management support for enhancements requested through the web support process


Project Management Responsibilities:

  • Oversee selected website design and development projects
  • Work with clients to gather requirements for websites including graphical assets, functional requirements and content.
  • Collaborate with front-end web designer, web support team and development teams throughout the project life cycle.
  • Set up and manage projects using our project management platform and other internal tools
  • Conduct status meetings with clients and development teams
  • Assist with plugin selection, including researching plugins that match client’s functional requirements
  • Perform detailed QA and testing before site launch
  • Provide Content Management System (CMS) consulting and training for clients


Qualifications & Skills:

  • Two or more years of experience in a website support environment and/or web developer role
  • 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
  • Strong QA testing skills
  • Basic understanding of front-end technologies such as HTML, CSS, JavaScript
  • Ability to work independently and balance multiple priorities
  • Strong writing skills:
  • Ability to create, edit and proof-read on-page content
  • Ability to communicate with clients in a professional, detail-oriented manner.


Experience in the following areas is a plus:

  • Domain transfer, DNS setup experience
  • Understanding of web hosting and website administration
  • Experience implementing or supporting WordPress, WooCommerce, Shopify, BigCommerce or other technology platforms
  • Experience with project management on website / eCommerce projects design and development projects


Compensation & Benefits:

  • Compensation commensurate with experience and skills
  • Medical, Dental, Vision coverage (includes an employee contribution)
  • Life insurance / Long-term disability coverage
  • 401K with company match
  • Business casual environment
  • Award-winning culture (PBN Best Places to Work)
  • Hybrid Work Schedule (two days/week in office)


Check us out online: www.braveriver.com


Principals only. Recruiters, please don't contact this job poster. Do NOT contact us with unsolicited services or offers.

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