Reporting to: Lead Project Manager

We are looking for a Support & Quality Assurance Technician to join our Support team. The primary purpose of this role is to act as a first line support for clients, dealing with website queries and issues, ensuring client’s expectations are managed and ultimately ensuring client satisfaction. You will evaluate the technical expertise required for a client’s request, check the budget and then either complete the task or delegate appropriately to another team member.

You will also be responsible for adding content to and quality assuring new website projects, makingsure that they match the design specification and function/display correctly across different devices and browsers. This will require working with the client, project manager and developer to ensure projects are delivered correctly and to agreed timescales.

This is a varied role which includes aspects of customer service, content addition and quality assurance. You will be supporting our extensive base of existing clients with daily queries whilst acting as a key member of the project team for delivering new website builds during scheduled times.

Key Responsibilities

  • Working closely with the project management, operations and finance teams, looking for opportunities to increase efficiencies and speed up processes across the business
  • Acting as a key contact for clients
  • Managing clients’ expectations and ensuring the perceived value of service remains high
  • A core understanding and awareness of the technologies in use on our sites
  • Recording all time and ad-hoc purchases on project and support tasks in Teamwork

Client Support

  • Being the first point of contact for clients with Support queries via phone or email
  • Evaluating requests from clients with regards to their technical requirements and either
    completing the required work or escalating as necessary
  • Completing tickets in Teamwork Desk with details of all calls and contact
  • Working with the development team to solve technical problems
  • Estimating and selling pay-as-you-go time (or additional support time) to clients as appropriate
  • Passing on potential leads to the Project Managers or MD
  • Ensuring support tasks are actioned within a reasonable timeframe
  • Keeping informed about current and new technologies within the industry with a view to leveraging these to our advantage

Content & Quality Assurance

  • Adding content to new website projects
  •  Testing website functionality across different browsers/devices
  • Supporting the quality assurance stage of new builds
  • Comparing design to build to ensure accuracy
  • Updating project managers on the status of site completion
  • Creating redirects from old sites to new sites
  • Managing website launches and editing DNS records

Required Skills/Experience

  • CMS experience (specifically WordPress)
  • Basic image editing ability (e.g. using Photoshop)
  • Basic SEO knowledge
  • Basic code knowledge (HTML and CSS)
  • Microsoft Office experience
  • Hosting and DNS knowledge (desirable)
  • Customer service / stakeholder management

Required Attributes

  • A precise attention to detail
  • Positive, can-do attitude
  • A team player
  • Helpful and friendly manner
  • Proven ability to prioritise workload and multitask effectively
  • Excellent written communication
  • Willing to go the extra mile for our clients
  • The motivation to learn and constantly improve processes and tools
  • The people skills to work with project managers and developers

Benefits

  • 25 days annual leave + bank holidays
  • Generous pension scheme – Indigo Tree contributes double the minimum requirement
  • Perkbox membership
  • Learning & Development – training budget for each team member
  • Flexible working opportunities

Closing Date for Applications – 31st January 2021

Type Full Time
Salary £25k - £28k
Contact [email protected]