Web Support Specialist

About the role

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.

What You’ll Be Doing

• 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.
• Aid the Web Production team with technical implementation tasks during website builds.
• Configure website pages using CannaPlanners' design system and reusable components.
• Configure forms, navigation, redirects, menus, and other standard website functionality.
• Afford support Developers and Project Managers with production-related technical requests.
• Follow internal standards and processes to help maintain consistency across website builds.
• 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.

Required Skills and Experience

• 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.
• Able to manage multiple priorities in a fast-paced environment.
• Experience working directly with customers or clients.
• Able 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.
• Familiarity with 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.