Web Customer Support Specialist

General Characteristics
Responsible for providing support services to users of Internet and Extranet sites. Provides technical advice and guidance relative to problems involving user interface, browser, hardware and supporting software. Troubleshoots and restores routine technical service and equipment troubles by analyzing, identifying and diagnosing faults and symptoms using established processes and procedures. Maintains a knowledge database and call tracking database to enhance quality of problem resolutions.
Coordinates efforts with the Help Desk to ensure all calls outside the customer environment are effectively resolved. Works in a team setting, sharing information and assisting others with calls. Provides input to Web development team for site improvements based on customer feedback. This job is very similar to an experienced Help Desk professional, with the added responsibility of interfacing directly with external customers to the business. As a result, customer service and technical competencies are very critical, as this may be the only “live” interface a customer has with the business.

Education: Bachelor’s Degree in Computer Science, Information Systems, or other related field. Or equivalent work experience.

Experience: A minimum of 3 years IT work experience in PC or client/server platform, network or systems administration in relevant computing environments.

Complexity: Intermediate professional level role. Works on projects/systems/issues of medium to high complexity. Provides internal and external customer support for Web systems and services. Works on one or more projects as a project team member, occasionally as a project leader. May coach more junior technical staff.

*Please note that this application is part of our candidate pool for future staffing needs under our contract with the State of Florida. Positions may not be available immediately, and job locations, assignments, and start dates may vary depending on agency requirements. By applying, you will be considered for current and upcoming opportunities, and we will reach out if a role that matches your skills and qualifications becomes available.*