What are the responsibilities and job description for the CSS - Software and Website Support position at EM Resource Group?
Do you like challenging client work that requires a variety of knowledge, skill, drive and organization? An environment in which you deliver tangible support and training for demanding, high-profile clients? Do you enjoy working in the entrepreneurial, dynamic and flexible environment of a growing technology consulting firm? Would you like to have experience working with professional firms including the largest law firms in the world? If so, keep reading and see if you have what it takes to be a part of the team.
Summary Requirements
You will be responsible for maintaining critical, day-to-day relationships with our clients while supporting their use of our web-based software applications for website management, proposal automation and experience management. Your role will be setting and maintaining appropriate expectations, keeping product enhancements and fixes within scope, and coordinating with internal technical, creative, project management and consultant resources to deliver outstanding service to our clients.
Detailed Responsibilities
Required Skills
Preferred Training and Education
Summary Requirements
You will be responsible for maintaining critical, day-to-day relationships with our clients while supporting their use of our web-based software applications for website management, proposal automation and experience management. Your role will be setting and maintaining appropriate expectations, keeping product enhancements and fixes within scope, and coordinating with internal technical, creative, project management and consultant resources to deliver outstanding service to our clients.
Detailed Responsibilities
- Communicating with clients regarding issues and change requests, documenting these requests in our online ticketing system and coordinating the completion of the requests, including final delivery to the client
- Managing client expectations with respect to possible solutions, timing and cost
- Coordinating the delivery of services from other team members, including solutions experts, designers, content specialist and developers
- Carefully testing client applications, changes and bug fixes to ensure accuracy
- Documenting results in a way that can be used by other support teams to reduce issues for our clients
- Managing the ticket process required to track, deliver and bill for client support and projects
- Tracking and reporting team billable and non-billable time to ensure timely and accurate invoicing for ongoing services and enhancement
- Training client personnel on the successful use of our products
- Effectively communicating with client and internal project team by facilitating meetings and managing communications
- Communicating regularly with company leadership about important client issues or trends
- Assisting with the testing and launch of new client solutions and ensure a smooth transition to production
- Becoming a subject matter expert on our solutions and your account implementations
Required Skills
- A solid grasp of front-end web application functionality and an aptitude for learning new functionality
- An understanding of the basic concepts of website and software support and an interest in staying up with industry trends to provide the best solutions for our clients
- Strong work habits including excellent organization, communication and team coordination skills
- Agile at learning, able to take the lead when needed, intellectually humble and curious
- Ability to manage simultaneously occurring tasks in a deadline-driven business environment
- High level of professionalism with ability to work with senior marketing staff and professionals
- Strong skill level with Microsoft Office applications - including Word, PowerPoint, and Excel
Preferred Training and Education
- Bachelor's Degree
- Experience with website design and digital marketing a plus
- Experience in a software company or supporting the use of software applications
- Experience in a professional services industry (legal, accounting, consulting, etc.) a plus
