DID Support Specialist
Envision Technology Advisors’ digital presence and software development group is dedicated to delivering leading business solutions to clients, collaborating with positive and smart teammates, and believes a healthy work/life balance is the standard, not a perk. With a state-of-the-art new hybrid-style office, we lead by example in the hybrid work environment.
If you join our industry-leading DID team, you can expect to work on projects that are challenging and meaningful. You will continue your professional growth through the job experience and provided training and certifications. Internally, you will work collaboratively with project managers, UI/UX developers, creative designers, and software developers to deliver best-in-class customer support to our clients. You will be working with clients from world-changing nonprofits to emerging startups and tech leaders.
We are seeking customer-oriented individuals to provide support for our customers and strive for a junior developer position. Our support service desk is the focal point for reporting and updating the status of existing issues, opening new incidents, and initiating change or service requests.
Desired Technical and Work Experience
An understanding of how email works (experience with SendGrid a plus)
Understanding of how DNS works
You must be an excellent communicator and have unparalleled customer service skills
Have strong troubleshooting skills
Must be able to show examples / demonstrate that you genuinely understand the nature of good customer service
Comfortable with website content entry
Listen, collaborate, and communicate well
Job Duties and Responsibilities
Provide exceptional customer service and deliver solutions under time constraints and follow our incident management and SLA processes
Effectively triage support requests by working with clients, DID and other internal teams and resources to provide clear issue reproduction steps along with screenshots and supporting documentation and when it is deemed necessary to escalate issues to developers or engineers
Communicate with clients throughout designated process to ticket resolution
Deploy and support a mix of the above technologies for our clients
Coordinate and assist with Domain Name renewals
Provide Craft backend client training to clients
Contribute to the support desk’s internal knowledge base on a regular basis to clarify existing documentation and add documentation when there is a knowledge gap
Be an effective communicator and enjoy working with people
Assist with website content entry, configuration, and management
Provide Craft backend client training on the products and services that we develop
Maintain technical certifications as required
Willingness to learn new skills
Training and Growth
Experience with HTML and CSS
Experience with content management systems such as WordPress, Joomla, Shopify etc. (Craft CMS a plus)
An understanding of Google Analytics (GA4 a plus)
University level 101 level website development or IT courses, and/or demonstrated formal desire to pursue information technology on a professional level
2+ years providing help desk or hands-on technical support a plus
2+ years’ experience with PHP and web application architecture a plus
2+ years’ experience with frontend web development using HTML, CSS, and JavaScript a plus
Education/ Certifications
Bachelor's degree in computer science, software engineering, and/or 2+ years' experience in a related field
Certifications a plus
To Apply
Envision Technology Advisors is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.