Web Support Technician

Web Support Technician

The premier Colorado Springs automotive dealer group.

The Web Support Technician fields all web support calls, documents all issues, and reviews all websites for accuracy and functionality. This involves researching, analyzing, resolving, and responding to intermediate-to-complex problems via telephone, e-mail, and callbacks. This position has frequent contact with end-users and Managers from all internal Departments; also may have contact with third-party software, network and hardware vendors, resellers, or distributors.


Essential Duties and Responsibilities: ¿ Initial point of contact for all web and CRM related support phone calls into IT department.
¿ Log workorder's and ensure timely follow-up of projects before and after completion.
¿ Actively review all Phil Long websites for functionality and accuracy.
o Ensure Inventory Specials are posted and accurate.
o Monitor inventory pictures and pricing accuracy.
o Ensure all links are functional and routed properly.
o Ensure all advertising is compliant and current.
o Test lead forms and phone numbers including 3rd Party sources
o Ensure sites render and function properly on all web enabled devices (e.g. iPhone, Android, Tablets, PC, Mac)
¿ Work with 3rd party hosting and application providers to install, remove, and troubleshoot web related products.
¿ Proactively test all lead providers, including phone, for all Phil Long and partner sites (e.g. Autotrader.com, Cars.com).
¿ Ensure leads are received and processed within the CRM, and manage auto-response emails and templates. Additional Responsibilities:
¿ Provide administrative support to CTO, IT Director, and staff.
¿ Proactively research most effective and professional web methods and designs with regard to dealership and affiliate sites.
¿ Assist IT Support Desk. respond to common inquiries or complaints from customers, management and partners.

Qualifications

Qualifications include:

2-year degree in computer related field preferred.
¿ Needs 2 years customer support experience in IT help desk environment.
¿ Understanding of Automobile Dealership operations and procedures a plus
¿ Strong listening skills with ability to empathize, focusing on customer service; exceptional oral and written communication skills with all levels of customer, peers and managers via documentation, telephone and email.
¿ Ability to respond to common inquiries or complaints from customers, management and partners.

Additional Information

All your information will be kept confidential according to EEO guidelines.