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Web Support Specialist

2 weeks ago

Remote, Canada Cision Full time

Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

JOB SUMMARY: An experienced customer service representative serving as the primary contact for clients in support of PR Newswire’s web-based software. Serving as the liaison between the client and the Rooms web developers to update and maintain all sites, while working with all PRN departments to ensure client needs are met.

LI-Remote
- #LI-PP1

**ESSENTIAL FUNCTIONS**:

- Responsible for serving as the primary contact on microsite updates for all current Rooms clients.
- Communicate with clients on status and manage deadlines to meet and exceed client expectations.
- Quality assurance of implemented changes before presenting to clients.
- Diagnose and duplicate customer reported problems and manage the resolution of the problem - including ability to communicate with technical team to troubleshoot.
- Establishing and maintaining good customer relations.
- Gathering background information & elements needed to fulfill update requests.
- Handling client issues/concerns (e.g. bugs, etc.) in a timely manner.
- Prioritize urgent client requests and escalation of issues to appropriate support resources where required.
- Participate in team meetings and other client-related meetings as directed.
- Regularly making suggestions on strategies, new products & features.
- Assist development team with testing when required.
- Manage the implementers’ day-to-day schedules and shift schedule throughout the day as necessary.
- Proactively follow up with clients for out-standing requests.
- Reports to Client Services Manager to determine additional tasks, responsibilities, and schedules.

**QUALIFICATIONS**:

- Bachelor’s Degree
- Ability to handle fast-paced projects and demanding clients
- Previous experience in Customer Service and/or Technical Support of web-based content management system preferred.
- Strong understanding of web site technology and design
- Basic understanding of HTML
- Experience working in a variety of Content Management Systems
- Superior telephone etiquette & professional written skills a must.
- Strong problem-solving and attention to detail skills. Ability to solve problems independently and work well with various team members
- Good analytical and troubleshooting skills
- Self-motivated and works independently with a keen enthusiasm for and demonstrable understanding of the Web industry and technologies
- Ability to prioritize and manage multiple issues/updates at one time and communicate status and resolution effectively and in a timely manner. Must be comfortable multi-tasking.
- Communicate with all levels of internet users from basic to advanced skills
- Highly skilled in verbal and written communication and comfortable interacting with people at all levels of client organization
- Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.