Job details
Job type full-time
Full job description
Who we are:
Bixal is a mission-driven, woman-owned small business determined to improve people`s lives through human-centered strategies and transformative technologies, with a firm belief that everyone has the right to an effective government.
We deliver on this belief by partnering with leading federal agencies to design, develop, and deliver powerful customer experiences through holistic digital product solutions and strategic communications initiatives––bringing a high standard and unique creative energy to our clients––and our wonderfully diverse culture is what makes it all possible.
Bixal unites different people with different perspectives from all over the world! we provide our team with an open and empowered environment where collaboration thrives and solutions flourish.
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Location: *
This position is remoteBixal does not provide visa sponsorship at this time.
What will you do?
As a web support specialist, you will work as part of a web-savvy team to provide top-notch customer support on a large government platformThe web support specialist will report to our web support lead, operating as a first-line-of-defense customer service support representativeYou will use jira – a web ticketing software program – to troubleshoot and provide account support for both internal customers and external members of the public.
We are looking to invest in your growth by providing training to support various cms and content strategist responsibilitiesYou will work diligently to understand the issues at hand; making any necessary changes to the cms and reformatting content to meet the client’s content brand guidelines.
Responsibilities:
Provide web-based customer support to both internal clients and external users during regular business hours.
Read and respond to tickets via jira ticketing software in a quick and effective manner; placing an emphasis on providing high-quality customer support.
Troubleshoot user account issues for both public users and internal stakeholders.
Provide assistance with user credentials and locked accounts.
Respond to reported bugs and escalate any issues with the site to the web support lead as necessary.
Provide content management system training to users.
Review pdfs for 508 compliance using 508 assistive tools.
Update the client’s content management system as requested by internal customers.
Perform other duties as needed.
Qualifications:
2+ years of direct experience in digital technology, ideally cms and web content support
2+ years of customer service experience
Bachelor’s degree
Ability to obtain a public trust security clearance
Excellent interpersonal and communication skills, attention to detail and quality assurance
Self-motivated and well organized
Ability to learn new technologies quickly and efficiently
Ability to write clear, concise, grammatically correct copy
Ability to write in the approved tone of voice for the client’s brand
Ability to write in a manner consistent with seo best practices
Passion for technology
Ability and interest to learn a programming language and software development methodologies
Nice to haves:
Bilingual (spanish and english) is preferred
Experience in remote, digital customer service support
Experience with drupal 7 and/or 8
Familiarity with section 508 compliance guidelines
Basic knowledge of html
Previous programing experience (any language)
Perks & benefits:
Competitive base salary
Flex hours
Work from home flexibility
401k with matching incentive
Medical/dental/vision benefits
Flex spending account
Company provided short-term disability
Company provided life insurance
Commuter benefits
Generous pto
Paid holidays
Professional development opportunities
New business referral bonus
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No recruiters or agencies pleaseBixal is an equal opportunity employer and is committed to building a safe, inclusive environment for people of all backgrounds._
Job type: full-time
Work location: multiple locations
