Web Support Analyst
Concept Plus, LLC · United States
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- Hybrid
- Full-time
- $75,000 / year
- United States
Job highlights
- Provide customer support via phone, email, and in-person.
- Maintain and update website content and tools.
- Conduct testing and validation for web enhancements.
- Develop and deliver user training.
- Ensure web content meets compliance standards.
About the role
About Concept Plus
Concept Plus is a growing consulting firm headquartered in Fairfax, VA. We are an Oracle Gold Partner, offering deep technical expertise, combined with business insights and an experienced team focused on providing technical solutions for our clients. We are proud to have been recognized as one of the "25 Most Powerful Oracle Solution Providers" in the area! We offer great benefits including competitive pay, comprehensive health insurance, dental and vision insurance, paid life insurance, paid time off, 11 paid holidays, bonuses, tuition reimbursement, unlimited training, and the opportunity to work in a collaborative, flexible, innovative environment! For additional information about our dynamic organization, please visit our website. at www.conceptplus.com.
About The Role
Concept Plus is seeking a Web Support Analyst to provide customer service, maintenance and training support for the customer web site, executing on going updates for web pages, online tools and content.
What You'll Do
- Deliver support to customers through phone, email, and in-person interactions; research and resolve both technical and content-related issues.
- Maintain and expand a library of Knowledge Base Articles and SOPs, including standardized responses and FAQs, to ensure consistent and efficient resolution of recurring inquiries.
- Conduct usability checks, user acceptance testing, and functional validation for new development efforts, system enhancements, and major updates.
- Assist with the design, upkeep, and improvement of job support tools.
- Review and refresh existing learning tools on an annual basis to ensure accuracy, relevance, and alignment with evolving program requirements.
- Provide user training and guidance to contributors, editors, and bloggers on best practices for sharing content, collaborating, and engaging with online platforms.
- Monitor for outdated or broken links across platforms and coordinate with content owners to update or correct them promptly.
Qualifications
- 3+ years experience supporting web site maintenance and content management
- Experience using MS365 tools
- Knowledge and use of HTML, CSS, JavaScript
- Experience working within a Drupal Content Management System
- Knowledge of Section 508 compliance for web content
- Knowledge of US Web Design Standards
- Familiarity with service management tools such as ServiceNow
Key skills/competency
- Web Support Analyst
- Customer Service
- Website Maintenance
- Content Management
- Technical Support
- HTML
- CSS
- JavaScript
- Drupal
- Section 508 Compliance
Skills & topics
- Web Support Analyst
- Customer Service
- Website Maintenance
- Content Management
- Technical Support
- HTML
- CSS
- JavaScript
- Drupal
- MS365
- ServiceNow
- Section 508 Compliance
- US Web Design Standards
- Fairfax, VA
How to get hired
- Customize your resume: Highlight experience with web support, content management, HTML, CSS, JavaScript, and Drupal.
- Tailor your application: Emphasize your customer service skills and experience with MS365 and ServiceNow.
- Prepare for technical questions: Be ready to discuss your knowledge of Section 508 compliance and US Web Design Standards.
- Showcase your collaboration skills: Demonstrate your ability to train users and work in a team environment.
- Research Concept Plus: Understand their Oracle partnership and commitment to client solutions.
Technical preparation
Practice HTML, CSS, and JavaScript problem-solving.,Familiarize yourself with Drupal CMS functionalities.,Review Section 508 and US Web Design Standards.,Practice using MS365 and ServiceNow simulation.
Behavioral questions
Describe a complex technical issue you resolved.,How do you handle difficult customer inquiries?,Share an experience training users on a web tool.,How do you prioritize multiple support requests?
Frequently asked questions
- What are the key responsibilities of a Web Support Analyst at Concept Plus?
- As a Web Support Analyst at Concept Plus, you will be responsible for providing customer service, website maintenance, and training support. This includes resolving technical and content-related issues, managing knowledge base articles, conducting testing for new developments, and training users on content best practices. You will also monitor and correct broken links.
- What technical skills are essential for the Web Support Analyst role at Concept Plus?
- Essential technical skills for this role include at least 3 years of experience in website maintenance and content management, proficiency with MS365 tools, and knowledge of HTML, CSS, and JavaScript. Experience with Drupal CMS, Section 508 compliance, US Web Design Standards, and service management tools like ServiceNow is also highly valued.
- What kind of customer interaction can I expect as a Web Support Analyst at Concept Plus?
- You can expect to interact with customers through various channels including phone, email, and in-person. Your role will involve researching and resolving their technical and content-related issues, providing guidance, and ensuring a positive user experience with the web platforms.
- Does Concept Plus offer opportunities for professional development for a Web Support Analyst?
- Yes, Concept Plus offers unlimited training as part of their benefits package. This commitment to employee growth, along with other benefits like tuition reimbursement and a collaborative environment, makes it an excellent place to advance your career in web support.
- What is Concept Plus's approach to web content accessibility and standards?
- Concept Plus emphasizes knowledge of Section 508 compliance for web content and US Web Design Standards. This indicates a strong commitment to creating accessible and well-designed web experiences for all users, which is a crucial aspect of the Web Support Analyst role.