About the role
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
About the company
WebFX is a digital marketing provider for over 1,000 US brands, offering custom strategies for each client based on their specific needs. The company has generated over $3B in revenue for its clients over the past 5 years through its digital advertising services. WebFX also has an FXBuilds program that has impacted over 5,000 lives around the globe through projects that include building schools in Guatemala and Ghana as well as building wells in Kenya.
WebFX has won dozens of awards since its inception in 1995, with six awards in 2022 alone, including #1 Best place to work in PA for the 8th year in a row. Having secured strategic partnerships with Nutshell and Trilantic North America, the future of the company looking promising with plans to expand into new services, open a range of new offices globally and also hire an additional 300 employees before 2026.
