Customer Support Team Lead (Saas Experience) at WebFX

What You'll Get

World-Class Training and Ongoing Career Development

• No matter your level of experience, our “Bootcamp” web marketing training program is provided for all new WebFX “family members” to learn, grow and develop in and out of the office with the hard skills necessary to be successful in their position.
• From training with our Sr Digital Marketers to access to countless industry-leading online training resources/courses/tutorials to getting experience with nearly 1,500+ different clients with various platforms, digital services and in every industry you can think of (and then some), our training program is simply unrivaled!
• Training doesn’t stop after your initial training period, we offer career development training and monthly Lunch-and-Learns with our state-of-the-art training amenities to facilitate departmental trainings, industry-related updates, and more!
• FXLearns program – where you get incentives for taking advantage of our countless industry training resources
• After 1,500+ clients, we’ve been able to truly master our processes and procedures – you will be trained on all of those - no need to develop how to do things (unless you want to help us continually improve that process!) – because we refuse to ever stagnate, we are always pushing the envelope to make those processes 1% better too!

Opportunities for Growth

WebFX grew 250%+ over the past 3 years both locally and globally, and merit-based promotional opportunities are abundant if you're meeting or exceeding position performance metrics. We believe in growing and promoting our internal team first and foremost. In fact, 95% of our promotions are internal! All team members have a very clearly defined progression path, so you know exactly what is expected of you so you can put your career in your own hands. And what’s more, you’re not expected to know it all - we believe in continually striving to be an expert in your subject matter of expertise – so while we will purposely challenge you to grow in SEO/PPC/Google Analytics, we are a full service agency that has experts in other departments that handle everything else - from link building, social media, web design and web development. So you can truly master your trade.

Our goal is to hire on 50+ team members over the next 36 months in South Africa, and we've recently opened our office in Cape Town to help us achieve this goal.

Who We're Looking For

Desired Education

• Bachelor’s degree is preferred.
• Pre-employment testing is required.

General Knowledge

• Fluent in English (written and verbal). Resume must be in English to be considered.
• Comfortable with both object-oriented and procedural programming methodologies

Qualities

• Likes to get things done, highly efficient
• Commitment to delivering high-quality communication, and bug fixes to users
• Professional, dependable, solid work ethic, detail-oriented, dedication to quality, self-motivated
• Enjoys solving problems
• Customer-centric mentality, highly empathetic to users
• Obsesses over details
• Enjoys writing processes and making technical concepts more consumable for their audience
• Ability to understand prioritization/urgency level

What You'll Do

• Ensure all information necessary to the ticket has been completed by the requester- fill in any gaps by gathering information on your own, or if we must, follow up with the requester
• Test site bugs yourself and confirm if you’re able to replicate
• Assign/triage helpdesk ticket to the right team member to execute on the fix (will have flow chart for knowing who to send to)
• Update application documentation, processes and standard operating procedures
• Publish in-app guides/documentation answering frequently asked questions
• Complete and close out tickets independently, when possible (i.e. Tier 1 support troubleshooting)
• Manually test new features and bug fixes
• Clearly communicate when Requests need edits or additional information
• Report on weekly KPIs: ie. tickets received, tickets completed, etc.
• Report on guides/help docs analytics / usage