Website Installation Specialist

The Implementation Team at RealWork is responsible for managing added services and providing much of the backend support for our customer base. The Implementation Specialist will play a critical role in the success of our clients by providing some of the tasks detailed below. While the majority of the tasks performed by the Implementation Team are technical in nature, this position is considered client-facing so you must be comfortable speaking to clients on the phone, and having Zoom meetings when needed, as this will be part of your day-to-day activities.

• →Manage the website widget installation process for newly onboarded customers.
• →Retrieve and provide the appropriate widget DIVs for client websites.
• →Work directly with customers and digital agencies to coordinate widget installation.
• →Conduct persistent outreach through phone, SMS, and email to engage customers and agencies, obtain needed information or access, and keep website implementations moving toward completion.
• →Review customer websites to confirm RealWork widgets are installed correctly and displaying properly.
• →Work with clients directly to resolve widget placement, formatting, rendering, and basic website implementation issues.
• →Work with internal teams to resolve website or widget issues that require additional support.
• →Provide support during the pre-sale and onboarding process related to website capabilities, widget placement, and general website implementation questions.
• →Action website-related account update requests, including installations on new or redesigned websites.
• →Maintain accurate notes and status updates throughout the implementation process.
• →Supporting the Customer Service Inbound Queue during peak times
• →Complete other ad hoc tasks and projects as assigned.

• Understanding of Search Engine Optimization process
• Strong understanding of how web applications work, including security, session management, and development best practices
• Experience with Salesforce preferred
• Experience with Google Sheets and an understanding of data formulas
• Experience with Facebook Business Manager desired
• Experience with Canva/Photoshop preferred
• Strong knowledge of and experience with modern responsive HTML/CSS
• 1+ years of experience supporting website design and development
• Experience with WordPress, Wix, GoDaddy, etc.
• Previous customer service experience required
• Strong written and verbal communication skills
• Strong organizational skills including attention to detail, time management and multi-tasking
• Adaptable to learning new technologies, prioritizing responsibilities quickly, and purposefully achieving goals
• Ability to solve problems with a creative approach
• Strong and independent troubleshooting skills required
• Deadline and process-driven work history
• Ability to work cross-functionally and collaboratively in a start-up environment
• Comfortable with changing processes and procedures and strong ability to learn with little documentation