Support Manager jobs in United States
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Idea Marketing Group · 2 months ago

Support Manager

positionChicago, IL
timePart-time
remoteOnsite
senioritySenior Level
date5+ years exp

Idea Marketing Group is looking for a Support Manager to build strong, long-lasting relationships with existing clients. The role involves managing inbound WordPress maintenance and support requests, delegating tasks to the production team, and ensuring timely responses to customer inquiries.

AdvertisingInternetMarketing

Responsibilities

Field and schedule incoming support requests
Acknowledge receipt of customer’s request within 3 business hours and send turn-around estimation within 24 hours
Simple text and photo edits to be completed within 2-3 business days
Larger requests scheduled out beyond 3 days
Collaborate with the Lead Developer to prioritize and assign tasks accordingly
Manage daily support changes, and create reference documentation for team use when necessary
Accurately log hours
Utilizing Asana daily for task management and noting project details accordingly
Responsible for upselling Support packs, Redesigns, Improvement plans, etc. to existing clients
Manage monthly hosted site maintenance
Process customer invoices from support tickets and additional projects as necessary
Work closely with the Finance & Administration Manager assisting with mail pick up and weekly check deposits
Continually seek out professional development opportunities to further develop skills (minimum 36 hours per year)
Travel 10–20% based on need, customer face-to-face interaction, and team support

Qualification

WordPress experienceGSuite proficiencyAsana proficiencyHubSpot proficiencyHTMLCSS knowledgeJavaScript troubleshootingPHP troubleshootingListening skillsOrganizationComplex information communicationWritten communicationVerbal communicationCreative thinkingTime managementAttention to detailSelf-motivationTeam collaboration

Required

Bachelor's degree in a related field or equivalent combination of education and experience
5-7 years of related WordPress experience
Intermediate to advanced knowledge of GSuite, Asana, and HubSpot
Intermediate knowledge of HTML and CSS (SCSS)
Basic troubleshooting comprehension of JavaScript and PHP
Excellent written and verbal communication skills via phone and video chat
Good listening skills with applied creative thinking
Excellence in time/task management, attention to detail, and overall organization
Self-motivated and driven; able to work independently or collaboratively as part of a team
Ability to effectively communicate complex information clearly and persuasively

Company

Idea Marketing Group

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Idea Marketing Group offers award winning web design, web development and digital marketing services
dateFounded in 2009
location
Yorkville, Illinois, USA
people-size51-200 employees
web-link
http://www.ideamktg.com/

Funding

Current Stage
Growth Stage
Total Funding
unknown
2023-08-09Acquired
Company data provided by crunchbase