Website Support Specialist

Operations New Providence, New Jersey


Description

Martindale-Avvo, a division of Internet Brands is currently seeking a Level 2 Customer Support Representative who is interested in joining a fast-paced digital marketing company. The Level 2 CS Representative is provides quality service support to both Customers and Sales via phone, email, and correspondence.

You will provide professional assistance to all Website Customers, including training users on the Content Management Systems, making site changes, and expediting listing changes. You will focus on the prompt identification and resolution of all service and technical issues in order to foster long-term internal and external Customer relationships.  
 
Responsibilities: 
- Make initial and regular proactive email contacts to new and renewed customers in order to provide guidance on content management, Website customization and general product education
- Provide suggestions to clients to improve visibility and exposure on the web while using available internal and external tools as well as best web marketing practices. 
- Answer and manage all inbound calls and emails according to department standards and schedules.
- Provide consistent quality service support assistance by adhering to department procedures, standards, goals, and metrics set forth by the Manager.
- Serve as product expert on both the general front end and technical back end of all supported products and services.
- Research and troubleshoot design issues and questions ranging from simple to complex in a timely manner.
- Manage all necessary interaction between all electronic Martindale-Hubbell product dependencies with the website (Sponsored Links, Sponsored Results, Lawyers Emails, Domain Names, Client Service Center and others).
- Manage all product escalations across departments and organizations by adhering to the agreed upon service levels and escalation procedures
- Knowledge of HTML coding, Java Script, CSS and PhotoShop
- May participate in creating department documentation for product troubleshooting guides and/or department procedures and take on various department projects when needed.

Qualifications:
- Strong Customer Service, Web Design and Communication Skills (both verbal and written).
- 2 year of work experience in this capacity is strongly preferred.
- Experience in a Call Center environment including the ability to effectively deal with the expectations of a high volume Call center strongly preferred.
- Possess the ability to communicate complex technical terminology and issues to Customers and employees in a way that they can comprehend.
- Ability to remain calm in stressful situations, multi-task, and manage projects.
- Strong knowledge of various Windows based operating systems and MAC.
- Masters the concepts, functionality and backend support of a templated design tool (i.e. internally, Wordpress) ranging from addressing Website fulfillment issues to coaching customers through the complexity of the tool.
- Possess troubleshooting skills for web site access, web applications, web browsers, and the Internet.
- Understand functionality of the most common forms of WYSIWYG content management systems and how they interact with the basic HTML forms behind them.
- Knowledge of Search Engine Optimization best practices.
- Possess expert knowledge of Web 2.0 technologies such as RSS/XML Feeds, Article Marketing, Blogging, Social Media and Bookmarking as well as Podcasting.
- Familiarity with call logging/trouble-ticket applications is strongly preferred.

About Internet Brands:

Headquartered in El Segundo, Calif., Internet Brands® is a fully integrated online media and software services organization focused on four high-value vertical categories: Health, Automotive, Legal, and Home/Travel. The company's award-winning consumer websites lead their categories and serve more than 250 million monthly visitors, while a full range of web presence offerings has established deep, long-term relationships with SMB and enterprise clients. Internet Brands' powerful, proprietary operating platform provides the flexibility and scalability to fuel the company's continued growth. Internet Brands is a portfolio company of KKR and Temasek. For more information, please visit www.internetbrands.com.  

Internet Brands and its wholly owned affiliates are an equal opportunity employer.