WordPress Support Genie

Wholegrain Digital
London (South)
From £25,000 to £32,000 per annum
26 Sep 2016
25 Oct 2016
Contract Type
We’re looking for someone who loves WordPress and web design and is excited about working for a small entrepreneurial team where there is considerable opportunity to contribute to the direction and growth of the business. The main aspect of the role will be to manage WordPress support and maintenance contracts for our clients (large and small), ensuring that we deliver a reliable, pro-active service that not only keeps client websites secure and up to date, but also helps clients to continually get more out of their web presence. You’ll need to be pro-active, confident, assertive and friendly with clients, have a solid understanding of the market and solutions we provide, be super organised and have excellent attention to detail. The role is a semi-remote position in which you will split your time between working from home, our office near Piccadilly in London and meeting clients at their offices in and around London. The role will mainly entail: Helping design support and maintenance plans Assisting in developing and continuously improving processes and tools to enable a high quality support and maintenance service Assisting other team members with the sale of support and maintenance plans with the aim of developing a financially sustainable service Acting as day to day support contact for clients with ongoing contracts Attending meetings with ongoing clients when required, often with other team members Checking in with clients by phone or face to face regularly to update them and ask how we can help Checking on each site in maintenance plan once a month and perform updates, ensure that the service is being delivered effectively Identifying, suggesting and actioning ideas eg maintenance, design, CRO, SEO and security improvements. This will involve asking other team members for ideas. Notifying clients of issues and reassure them that we are on the case Coordinating other team members working with the same clients Briefing other team members on support and maintenance tasks, manage their time, budgets and oversee quality Helping other team members troubleshoot support and maintenance issues and facilitate discussions with the client when required Performing quality assurance on design and development work produced by our team Desired Skills: Excellent written and spoken English Proactive, confident communicator Ability to learn quickly Understanding of web technology and how it can serve client’s needs Basic web development skills and ability to safely perform maintenance on websites Detailed understanding and enthusiasm for WordPress (or willingness to learn quickly) Confidence using web based applications Ability to understand business requirements of Wholegrain and our clients Ability to work under pressure, with high attention to detail Ability to multi-task and keep track of multi work streams at the same time The ability to work both independently and as part of a team Passion for web design trends and user experience Passion for delivering great customer service Understanding of SEO fundamentals Honesty and integrity Desired Experience: 2 years in the web design sector Experience using the WordPress CMS Experience working in a team and managing different personality types Experience of working remotely Experience talking to clients in meetings, on the phone and by email Experience providing some form of customer support Wholegrain Digital is one of Europe's most established WordPress web design agencies. We work with a wide range of clients including some of the world's largest and most positive brands. Our diverse and caring team has a friendly and informal culture, with a strong focus on achieving a high quality of life and work-life harmony. We pride ourselves on responding quickly to our clients with effective solutions, and for genuinely caring about our client’s needs. This job was originally posted as www.cwjobs.co.uk/job/66711426