Website Support Agent + Ticket Slayer

Job Title: Website Support Agent + Ticket Slayer (Inside Sales)

Company Overview:

At Boston Web Group, Inc. we’re a group of creatives implementing tech for our client’s specific needs. We specialize in web solutions for businesses across various industries. We provide cutting-edge tools and services to help our clients establish and enhance their online presence, build their brand, and their revenue.

We are currently seeking a dedicated and customer-focused Website Support Agent to join our inside sales team. As a Website Support Agent, you will play a crucial role in ensuring client satisfaction by proactively addressing their website-related issues and providing excellent support.

Job Summary:

As a Website Support Agent, you will be responsible for making regular outbound calls to clients, creating Support Tickets, and resolving website-related issues. Your primary goal will be to build strong relationships with clients, understand their needs, and ensure their satisfaction with our services. You will collaborate closely with the technical support team to provide timely and effective solutions to clients’ problems created within the Support Ticket. Additionally, you will contribute to our sales efforts by identifying opportunities to upsell or cross-sell additional products and services, and compensated for metrics on your Support Tickets such as speed, accuracy, and client satisfaction.

Responsibilities:

• Proactively reach out to clients via phone to provide website support and address any issues they may be experiencing.
• Create Support Tickets accurately and efficiently, documenting clients’ inquiries, concerns, and requests.
• Build and maintain strong relationships with clients, demonstrating a deep understanding of their business needs and challenges.
• Act as the primary point of contact for clients, ensuring their satisfaction and resolving any issues within the support ticket.
• Collaborate closely with the technical support team to escalate complex issues and provide timely resolutions.
• Provide guidance and recommendations to clients on how to maximize the use of our website solutions and additional services.
• Identify opportunities to upsell or cross-sell relevant products and services based on clients’ needs and requirements.
• Meet and exceed individual and team targets for customer satisfaction, issue resolution, and sales revenue.
• Stay updated on industry trends and advancements in website technologies to enhance your knowledge and provide better support to clients.

Requirements:

• Previous experience in a customer service or inside sales role, preferably in a technology or software company.
• Excellent communication skills, both verbal and written, with the ability to explain technical concepts in a clear and concise manner.
• Strong problem-solving abilities, with the capacity to think creatively and provide innovative solutions.
• Exceptional customer service skills, with a focus on building long-term relationships and ensuring customer satisfaction.
• Familiarity with website technologies, content management systems, and web hosting concepts.
• Basic understanding of HTML, CSS, and web development principles (preferred but not required).
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced environment.
• Strong organizational skills, with the ability to manage multiple priorities and meet deadlines.
• Proficiency in using customer relationship management (CRM) software and other relevant tools.

Join our team at Boston Web Group, and make a significant impact on our clients’ online, and – offline success. Apply today to embark on an exciting career as a Website Support Agent and contribute to our mission of delivering exceptional website solutions and support to businesses worldwide.

Compensation:
$21.50 – 28.75/hr, plus ticket bonuses for speed + accuracy.