We’re a successful and established agency (21 years!) with a fully remote staff.  Our Tech Support team manages hosting for over 300 websites, including website maintenance, diagnostics & repair, website rebuilds, launching new websites, and providing training for our clients.  We work almost exclusively with WordPress, and while we use Elementor for all our new builds, we still have older custom-built sites that require maintenance and finessing, so familiarity with Gutenberg, Bridge theme, Bakery Builder, Advanced Custom Fields, and CPTs are all bonuses.  You don’t need to be a full-stack developer, but having some skills with a combination of HTML, CSS, Javascript, and PHP is an asset.

Our ideal candidate knows the value of an amazing client experience.  Attention to detail, technical proficiency, and the ability to follow directions and processes are equally important alongside the ability to extrapolate information, find creative solutions, and recognize opportunities to make things better.  As a department, we practice the philosophy of being “proactive,” so we want a teammate who can solve the immediate issue, but also look ahead to see what may – or should – come next.

Excellent communication skills are a must!  A successful Web Operations Specialist will be able to translate technical information into “everyday” language for our larger team and our clients, via written documentation, meetings, and training sessions.  Because we are remote, we are active on both our internal IM chat and Zoom throughout each day.  (Sometimes it’s easier to just talk it out, so we need someone who’s comfortable hopping on a call to answer a question or support the team!)

This is a full-time, 40-hours per week role.  Our hours are somewhat flexible across time zones, but we absolutely need someone who can maintain a regular schedule.  We have a slight preference for candidates in the Mountain or Pacific time zones, but will consider strong applicants throughout the United States.

A typical day centers around client support: diagnosing and resolving issues, performing maintenance, adding content or features to a site, and working on site rebuilds.  Twice a week we set aside time to launch new websites.  Anchor Wave hosts a full team stand-up 3x weekly, and the Tech Support team has additional scheduled team meetings throughout the week, to ensure we remain connected and in sync.

Tech Support is a small, efficient team!  Our Director spends roughly half his time hands-on, completing tickets and projects.  Our Support Coordinator is the primary point of contact for clients, and handles any questions that arise during the tech support process, as well as communicating ticket resolutions and handling billing aspects – freeing our Web Operations Specialists to focus on the technical aspects!  The Web Operations Specialist’s primary client-facing responsibility will be conducting training sessions with clients, either in person over Zoom, or through recorded video tutorials.

A healthy work-life balance is very important to our team, so this position does not require a formal “on call” condition, although there may be rare requests for emergency support outside of your usual hours.  As a company we place an emphasis on personal and professional growth, and provide both resources and time each month for professional development and coaching.