Web Support Specialist

The Web Support Specialist is a key member of the Web Operations team. This position is responsible for delivering exceptional client support while assisting the Web Production team with technical implementation, website migrations, quality assurance, and launch readiness.

You will serve as the first point of contact for client support requests while working closely with Project Managers, UX Designers, Developers, and Customer Success team members to ensure websites are built, tested, and launched successfully.

The ideal candidate enjoys troubleshooting technical issues, is highly detail-oriented, and thrives in a fast-paced agency environment where each day brings a mix of client support, website implementation, and quality assurance work.

What You’ll Be Doing

Customer Support

• Serve as the primary point of contact for website support requests submitted through our support ticketing system.
• Troubleshoot WordPress websites, hosting issues, forms, plugins, integrations, menus, and website functionality.
• Resolve front-line support tickets while providing an excellent customer experience.
• Escalate advanced development issues to the Senior Support Developer with clear and detailed troubleshooting documentation.
• Communicate professionally and proactively with clients through chat, email, and outbound phone calls.
• Maintain and improve internal support documentation, standard operating procedures, and knowledge base articles.
• Monitor ticket service-level agreements and help ensure client requests are resolved promptly.

Website Production Support

• Assist the Web Production team with technical implementation tasks during website builds.
• Perform website content migrations from existing websites into WordPress.
• Configure website pages using CannaPlanners’ design system and reusable components.
• Configure forms, navigation, redirects, menus, and other standard website functionality.
• Assist with website launch preparation and post-launch implementation tasks.
• Support Developers and Project Managers with production-related technical requests.
• Follow internal standards and processes to help maintain consistency across website builds.

Website Quality Assurance

• Conduct comprehensive website quality assurance testing before launch.
• Verify page layouts, responsive behavior, navigation, forms, ecommerce functionality, redirects, analytics, and third-party integrations.
• Identify and document bugs, and verify that fixes have been completed correctly.
• Ensure websites meet CannaPlanners’ standards for quality, usability, accessibility, and performance.
• Collaborate with Developers and Project Managers to ensure websites are ready for launch., * First-response and ticket-resolution times.
• Customer satisfaction scores.
• Adherence to service-level agreements.
• Website quality assurance accuracy and defect detection.
• On-time completion of content migrations and production tasks.
• Successful website launch readiness.
• Accuracy of technical implementations.
• Quality and completeness of support documentation.
• Cross-team collaboration, reliability, and responsiveness.

Pay: From $52,000.00 per year

• Passionate about delivering exceptional customer experiences.
• Highly organized with outstanding attention to detail.
• Comfortable balancing incoming support requests with ongoing project work.
• Curious and eager to learn new technologies and web best practices.
• A proactive problem solver who enjoys technical troubleshooting.
• Someone who takes pride in producing accurate, high-quality work.
• A collaborative teammate who enjoys supporting multiple departments and helping projects succeed., * Experience working with WordPress or another content management system.
• Customer support experience, preferably managing a support request queue.
• Strong understanding of website structure and content management.
• Basic knowledge of HTML and CSS.
• Excellent written and verbal communication skills.
• Strong troubleshooting and problem-solving abilities.
• Exceptional attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Experience working directly with customers or clients.
• Ability to follow documented processes while identifying opportunities for improvement.

Preferred Qualifications

• Experience performing website quality assurance testing.
• Experience completing website content migrations.
• Familiarity with Freshdesk, HubSpot, or a similar ticketing system.
• Experience using WordPress page builders and reusable component systems.
• Familiarity with website hosting platforms such as Cloudways or Kinsta.
• Familiarity with project management software such as Monday.com or Jira.
• Basic understanding of domain management, DNS configuration, and website hosting fundamentals.
• Experience working in a digital agency or web production environment.

Pulled from the full job description

• Parental leave
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Employee assistance program, * Dental insurance
• Employee assistance program
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

CannaPlanners is a creative design and WordPress development agency based in Burlington, Vermont. We specialize in digital marketing, WordPress development, and UX strategy for the cannabis industry.

Our clients include dispensaries, cultivators, cannabis brands, CBD companies, and ancillary businesses across North America. We build exceptional websites, provide ongoing support, and create digital experiences that help our clients grow.

Our mission is to normalize the cannabis industry through beautiful design, innovative technology, and outstanding customer service.