Web Support Specialist: WordPress & Customer Experience

Designer Brands; Sacramento (CA); On-site; USD 42,000 - 68,000; Full time

Benefits offered by this job

Medical coverage

HSA contribution

401(k) match

Dependent Care FSA

Dental & Vision

Life Insurance

Disability insurance

Generous time off

Parental Leave

Pet-related perks

Learning & Development stipend

Job summary

PetDesk is seeking a Website Support Specialist to resolve customer website issues and provide timely solutions. You will communicate with customers via email and phone, troubleshoot using WordPress, Divi, and Canva, and collaborate with developers, designers, and content creators to resolve complex problems.

The role emphasizes proactive problem-solving, multitasking, and delivering a world-class customer experience while maintaining strong adherence to internal processes.

Qualifications

• 1+ year of experience with WordPress or similar web-building software in a web design role.
• Strong customer-facing communication and interpersonal skills, displaying genuine care and empathy.
• Exceptional organizational, prioritization, and time management skills; comfortable managing multiple tickets in a fast-paced setting.
• Proven problem solver with innovative ideas and the ability to communicate technical issues clearly.
• Knowledge of basic website coding principles (HTML, CSS, and JavaScript).
• Knowledge of DNS, SSL, and Email Hosting is a plus!

Responsibilities

• Address and resolve digital content management inquiries from start to finish, escalating issues when necessary and using any appropriate form of communication (email, call, screen share).
• Actively listen to customers, investigate issues, and communicate action items clearly to ensure high satisfaction.
• Assist customers with web-building and photo-editing tools like WordPress and Canva.
• Collaborate with cross-functional teams, including developers, designers, and content creators, to resolve complex issues.
• Utilize Zendesk and Salesforce to manage and update customer inquiries efficiently.
• Become a subject matter expert on all internal platforms and features, enhancing customer interactions.
• Join a team of enthusiastic pet lovers who collaborate to exceed customer expectations with strong communication, fulfillment of requests, and compliance with internal processes.

Skills

Customer service

Multitasking

Communication

Problem solving

Empathy

Tools

WordPress

Divi

Zendesk

Salesforce

Canva

HTML

CSS

JavaScript

DNS

SSL

Email hosting

Job description

PetDesk is seeking a Website Support Specialist to resolve customer website issues and provide timely solutions. You will communicate with customers via email and phone, troubleshoot using WordPress, Divi, and Canva, and collaborate with developers, designers, and content creators to resolve complex problems.

The role emphasizes proactive problem-solving, multitasking, and delivering a world-class customer experience while maintaining strong adherence to internal processes.