Remote Client Support Specialist (CMS & Helpdesk)

Finalsite; Glastonbury (CT); Hybrid; USD 45,000 - 60,000; Full time

Job summary

Finalsite is seeking a Client Support Specialist to serve as Tier 1 support for K-12 clients, handling tickets, phone, and chat while educating users and implementing solutions.

This 100% remote role in the US (PST/MST timezone) requires CMS familiarity (Wordpress, Squarespace, Wix, Weebly, Joomla), strong customer service skills, Zendesk experience, and the ability to collaborate across teams to resolve issues and improve our CMS suite.

Qualifications

• Experience with customer service or technical support.
• Familiarity with content management systems (CMS) like Wordpress/Squarespace/Wix.
• Ability to multitask and stay patient in challenging situations.

Responsibilities

• Support clients via ticketing, phone, chat, and social channels in a timely manner.
• Stay up to date on product features, updates, and web trends through blogs and help center articles.
• Provide support, training, best practices, and implementation assistance across our CMS and product suite.
• Troubleshoot, investigate, and create detailed bug reports and enhancement requests.
• Participate daily in team stand-up meetings addressing tickets and bugs.
• Summarize and escalate calls when necessary to resolve issues effectively.
• Strengthen Finalsite’s brand through excellent product knowledge and customer service.

Skills

Customer support

Multitasking

Communication

Technical troubleshooting

Education

Associate’s or Bachelor’s degree preferred

Tools

Zendesk

Job description

Finalsite is seeking a Client Support Specialist to serve as Tier 1 support for K-12 clients, handling tickets, phone, and chat while educating users and implementing solutions.

This 100% remote role in the US (PST/MST timezone) requires CMS familiarity (Wordpress, Squarespace, Wix, Weebly, Joomla), strong customer service skills, Zendesk experience, and the ability to collaborate across teams to resolve issues and improve our CMS suite.