What are the responsibilities and job description for the Web Customer Support Specialist position at The Evolvers Group?
Attend all Web manager-related meetings scheduled and documented by the Department’s Web team, including the monthly Web Manager meeting. Ensure the Contractor’s staff informs the supervisor of attendance and current Web issues identified in the meetings in person or via email within five business days.
Responsibilities
- Process requests to post approved Web content by responding to requests and posting material within one business day, excluding weekends and state holidays.
- Process high-priority posting requests (e.g., related to disease outbreaks and other issues of high public health significance) immediately upon receipt and facilitate the approval of urgent workflows.
- Review all requests to post to the Web for compliance with the Department’s policies and procedures prior to posting. Apply Department format and style requirements to the Web posts.
- Attend all Web manager-related meetings scheduled and documented by the Department’s Web team, including the monthly Web Manager meeting. Ensure the Contractor’s staff informs the supervisor of attendance and current Web issues identified in the meetings in person or via email within five business days.
- Review all existing client Web pages to identify and troubleshoot functional errors at least annually and review individual Web pages for errors when processing posting requests. Conduct content audits to eliminate redundant information annually. Maintain an ongoing inventory of client Web pages and document needed changes throughout the term of the purchase order. Discuss needed changes with the Operations and Training Administrator.
- Create strategies to improve website user experience and grow Web traffic metrics as needed or directed by the Operations and Training Administrator.
- Keep up to date on industry best practices and monitor competitor websites throughout the term of the purchase order.
- Maintain the client SharePoint site and review the site to identify outdated content and functional errors at least annually and as requested by the Operations and Training Administrator. Collaborate with client program staff to ensure resources are current upon their request or identification of content issues.
- Comply with all Department, Division and client mandatory training requirements, including the Department’s annual mandatory training.
Qualifications
- Five years of experience using content management systems and posting Web content;
- Three years of experience and skills in Microsoft Office (Word, Excel, Outlook and PowerPoint);
- Three years of experience planning, organizing and coordinating work assignments;
- Three years of experience evaluating page functionality and usage;
- One year of experience with HTML5 and CSS3 languages.
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