Embolden, an online communications agency that focuses on non-profit organizations, foundations and professional services, is hiring a Client Services & Support Technician. The candidate needs to be tech savvy, a great listener and communicator and an effective multi-tasker.

Located in Pawtucket, RI, Embolden provides an excellent work environment and great salary and benefits…not to mention a ping pong table, frequent canine visitors and awesome coffee.

Job Description

• Provide outstanding customer support and technical troubleshooting for clients using our content management system and other web-based communications
• Respond quickly and courteously to client emails, phone calls, voicemail messages and other requests
• Quickly troubleshoot and resolve requests or assign/escalate tasks to the appropriate team member effectively and efficiently
• Prioritize work flow
• Communicate project requirements, timelines, and budgets to clients and internal teams
• Track, document and analyze support issues by using software tools
• Build and maintain relationships with clients
• Train clients of varying levels of technical ability on our content management systems (in person and remotely)
• Train and provide ongoing support to clients on the Constant Contact e-newsletter system and answer client questions on social media basics
• Create, maintain, and distribute user documentation for new systems/tools as they are developed or enhanced
• Assist with testing websites as needed

Work style requirements:

• Excellent customer service skills
• Excellent communication skills, both written and oral
• Ability to discuss web technologies in a jargon-free way
• Highly responsive and attention to detail
• Work independently, but also a team player

Job Requirements:

• College degree
• Professional customer service training or equivalent experience
• Experience with website development projects, a content management system, social media and e-newsletters are required
• Professional training and documentation experience

Software/Skills

• Experience working with Content Management Systems; DotNetNuke web development framework is a plus
• Basic HTML/CSS and JavaScript is a plus
• Experience with Dreamweaver, Fireworks, Photoshop is a plus
• Microsoft Office required
• Experience with GoToMeeting or a similar remote training/presentation product is a plus
• Experience with testing websites (including cross browser testing) is a plus
• Experience working with Google Analytics is a plus

Benefits include:

• Competitive salary
• 100-percent company-paid health, dental insurance for employees
• Long-term disability and life insurance
• 401K plan
• Paid vacation
• Section 125 flex spending plan
• Cake and fun

How to Apply:

Please send cover letter and resume to HR Manager Betty Sloane at betty@embolden.com with Client Services & Support Technician in the subject field.