Full job description
The Website & Application Support Specialist is responsible for providing exceptional support to CatapultCMS customers through various communication channels, including email, phone, and chat. This role involves solving technical issues, guiding customers through complex software functionalities, and ensuring a high level of customer satisfaction and loyalty.
This is a remote position for California residents only. The schedule is part-time (25–32 hours per week), Monday through Thursday from 8:00 a.m. to 2:30 p.m. and Fridays from 8:00 a.m. to 5:00 p.m. This is a seasonal/temporary role with limited benefits, and there is potential for the position to become a regular employee role based on business needs and performance.
Essential Functions:
Answer email tickets, phone calls and chat.
Solve technical issues of multiple integrated software platforms.
Refer clients to our support knowledge base articles.
Escalate tickets to appropriate departments.
Configure our proprietary software for setup of client implementation.
Help navigate complex software and technical questions for the customer and engage appropriate resources to resolve.
Advocate for our clients using excellent communication skills to ensure high customer satisfaction and loyalty.
Report and escalate issues to Product, Development, and Sales Teams as needed.
ADA Remediation: Conduct monthly ADA scan, identify and resolve accessibility errors, escalate when necessary, and provide clients with reports on the actions taken.
Execute data migration process, ensuring accurate transfer of data from one website to another.
Required Qualifications:
1+ year of experience in IT/Software Customer Support
1+ year of experience using CRM/CSM or ticketing software (e.g. HubSpot)
Proficient in spreadsheet management, specifically Google Sheets and Microsoft Excel
Understand networks, phone systems, web certificates, and audio
Flexible; can easily prioritize and adapt to changing demands
Detail-oriented, organized and methodical
Strong technical writing skills
Proven customer service skills with an ability to be exceptionally patient and compassionate with clients
Excellent communicator (written and oral)
Ability to pivot quickly between tasks
Desired Qualifications:
Bachelor’s Degree or equivalent experience in an appropriate field.
Proficiency in Google Suite: Strong working knowledge of Google Workspace (formerly G Suite) tools, including Google Docs, Google Sheets, Google Slides, Google Drive, and Google Calendar. Ability to efficiently create, edit, and collaborate on documents, spreadsheets, presentations, and other resources using these tools.
CatapultCMS is an Equal Opportunity Employer, committed to fostering an inclusive environment for all employees. We celebrate diversity and do not discriminate based on race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.
Job Types: Part-time, Temporary
Pay: $20.00 - $24.00 per hour
Expected hours: 25 – 32 per week
Schedule:
Day shift
Monday to Friday
No weekends
Work Location: Remote