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Website Support Specialist

Position Overview

VIV is seeking a Website Support Specialist to assist clients with ongoing website updates, answer website-related support calls, and complete basic to intermediate website changes. This role is focused specifically on website support and is separate from our marketing campaign customer service team.

The ideal candidate is comfortable communicating directly with clients, gathering clear instructions, and making accurate website updates in a timely manner. This person should have experience editing websites through platforms such as WordPress, Duda, Wix, or similar content management systems.

This is a great role for someone who enjoys a combination of customer service, website editing, troubleshooting, and hands-on digital work.

This is an in-office position at our Newburgh, Indiana office. Remote and hybrid work are not available for this role.

Work Schedule

●     Monday through Thursday: 8:00 a.m. to 5:00 p.m.

●     Friday: 8:00 a.m. to 4:00 p.m.

●     In-office only in Newburgh, Indiana

Primary Responsibilities

●     Answer incoming phone calls and emails from clients requesting website updates.

●     Speak with clients to understand requested changes and gather any missing content, images, or instructions.

●     Complete routine website updates, including text changes, image replacements, staff updates, service changes, pricing updates, hours, contact information, and page edits.

●     Add new pages, sections, forms, buttons, banners, and other website elements when needed.

●     Edit and maintain websites built in WordPress, Duda, Wix, and other website platforms.

●     Complete basic design and formatting changes while maintaining the overall style of each website.

●     Troubleshoot common website display, content, form, link, and mobile responsiveness issues.

●     Review completed work for accuracy before notifying the client.

●     Communicate clearly with clients regarding timelines, completed work, and any additional information needed.

●     Document client requests and maintain accurate records of updates performed.

●     Escalate advanced development requests or technical issues to the appropriate developer.

●     Assist with custom website projects based on experience and skill level.

●     Coordinate with designers, developers, onboarding specialists, and internal teams when a request requires additional support.

●     Manage multiple client requests while meeting expected response and completion timelines.

Required Skills and Experience

●     Experience editing websites through a content management system.

●     Familiarity with WordPress, Duda, Wix, or similar website-building platforms.

●     Strong customer service and phone communication skills.

●     Ability to translate client requests into clear website changes.

●     Strong attention to detail and ability to proofread work.

●     Comfortable managing multiple requests and shifting priorities.

●     Basic understanding of website structure, desktop and mobile layouts, links, forms, images, and navigation.

●     Ability to work independently while knowing when to involve a designer or developer.

●     Strong written communication and organizational skills.

●     Willingness to learn new website platforms and internal processes.

●     Ability to work in person at our Newburgh, Indiana office during the scheduled hours.

Preferred Qualifications

●     Experience working for a digital marketing agency, website company, or software company.

●     Familiarity with HTML and CSS.

●     Basic graphic design or image-editing experience.

●     Experience with website forms, plugins, integrations, domains, hosting, or DNS.

●     Experience working with ticketing systems, project management software, or customer relationship management platforms.

●     Understanding of basic website accessibility and search engine optimization best practices.

What Success Looks Like

●     Clients receive prompt, friendly, and professional assistance.

●     Website requests are completed accurately and within the expected timeframe.

●     Routine requests are handled independently without requiring developer involvement.

●     Advanced requests are properly documented and escalated.

●     Client communication remains clear throughout the update process.

●     Websites remain accurate, functional, visually consistent, and mobile-friendly.

Role Focus

This position is dedicated to website updates and website-related client support. It does not manage paid advertising, search engine optimization campaigns, social media campaigns, or other ongoing marketing services. Those services are supported by separate members of the VIV customer service and marketing teams.