DID Support Specialist

3 weeks ago

Providence, United States Kahn Litwin Renza Full time

Envision Technology Advisors' digital presence and software development group is dedicated to delivering leading business solutions to clients, collaborating with positive and smart teammates and believes a healthy work/life balance is the standard not a perk. With a state-of-the-art new hybrid-style office, we lead by example in the hybrid work environment.

If you join our industry leading DID team, you can expect to work on projects that are challenging and meaningful. You will continue your professional growth through the job experience and provided training and certifications. Internally, you will work collaboratively with project managers, UI/UX developers, creative designers, and software developers to deliver best-in-class customer support to our clients. You will be working with clients from world-changing nonprofits to emerging startups and tech leaders.

We are seeking customer-oriented individuals to provide support for our customers and strive for a junior developer position. Our support service desk is the focal point for reporting and updating status for existing issues, opening new incidents, and initiating change or service requests.

Desired Technical and Work Experience

  • An understanding of how email works (experience with SendGrid a plus)
  • Understanding of how DNS works
  • You must be an excellent communicator and have unparalleled customer service skills
  • Have strong troubleshooting skills
  • Must be able to show examples / demonstrate that you genuinely understand the nature of good customer service
  • Comfortable with website content entry
  • Listen, collaborate, and communicate well
Job Duties and Responsibilities
  • Provide exceptional customer service and deliver solutions under time constraints and follow our incident management and SLA processes
  • Effectively triage support requests by working with clients, DID and other internal teams and resources to provide clear issue reproduction steps along with screenshots and supporting documentation and when it is deemed necessary to escalate issues to developers or engineers
  • Communicate with clients throughout designated process to ticket resolution
  • Deploy and support a mix of the above technologies for our clients
  • Coordinate and assist with Domain Name renewals
  • Provide Craft backend client training to clients
  • Contribute to the support desk's internal knowledge base on a regular basis to clarify existing documentation and add documentation when there is a knowledge gap
  • Be an effective communicator and enjoy working with people
  • Assist with website content entry, configuration, and management
  • Provide Craft backend client training on the products and services that we develop
  • Maintain technical certifications as required
  • Willingness to learn new skills
Training and Growth
  • Experience with HTML and CSS
  • Experience with content management systems such as WordPress, Joomla, Shopify etc. (Craft CMS a plus)
  • An understanding of Google Analytics (GA4 a plus)
  • University level 101 level website development or IT courses, and/or demonstrated formal desire to pursue information technology on a professional level
  • 2+ years providing help desk or hands-on technical support a plus
  • 2+ years' experience with PHP and web application architecture a plus
  • 2+ years' experience with frontend web development using HTML, CSS, and JavaScript a plus
Education/ Certifications
  • Bachelor's degree in computer science, software engineering, and/or 2+ years' experience in a related field
  • Certifications a plus
  • Envision Technology Advisors is an Equal Opportunity Employer

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