Webmaster Support Agent

The Support Agent will be joining a prospective long-term project - a digital platform for our client’s subsidiaries all over the world to host their brand websites. 

Participating in our growing team, the position plays a key role in helping the local webmasters/ web administrators use the CMS for contribution or configuration purposes. The main missions will include but not be limited to:

• Handle customer needs, questions, requests through:
• Clarify the problem and identify the causes; 
• Help users realize their contribution/configuration action by providing explanations, and redirecting them to the correct resources (user guide, etc.)
• Follow up to ensure the resolution on a variety of support channels.
• Collect and record customer feedback; document the information for possible reference.
• Diagnose, troubleshoot issues; provide detailed reports to the management, development team in case of defects.
• Manage escalation and brief higher level support teams about the problems related to customers’ advanced requests.
• Prepare guidance documents and reporting.

Prerequisite Skills and Experience

• Background in IT/ Digital with at least 3+ years of experience in web portal administration and/ or webmastering.
• Excellent verbal and written English skills
• Communication in French is an advantage
• Strong communication and presentation skills
• Rigorous, and well-organized
• Time management: prioritize and classify needs efficiently
• Problem solving skill
• High sense of responsibility, autonomy and customer-oriented mindset