Web Helpdesk and Customer Support

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Job description

Title: Web Helpdesk and Customer Support

Mandatory skills:

Networking, systems administration, telecommunications, operating systems,
Production Support, Customer Support,
Web Services, Web Assistance helpdesk,
redesign, redevelopment,
Drupal 7, Drupal 9,
websites, web pages, web content, web support, web issues,
HTML, Remedy, JIRA, Agile, Scrum,
service requests, remote access, testing tools, version control systems, continuous integration tools,
Site Building, Front End, Back End Development

Description:

PROJECT DETAILS

The Production and Customer Support Team of the client Web Services specifically provides redesign/redevelopment of the client websites as well as ongoing customer support and other web related services to the client Offices through the Web Assistance helpdesk.
The client is currently engaged in a Modernization initiative upgrading websites within Drupal 7 & 9, working to make the client websites as accessibility compliant as possible.
The client is seeking a Web Helpdesk and Customer Support (Level 1) professional to support the client and its customers in tasks related to this Modernization effort.
A major focus of this support will be working with team members and customers to identify and remediate basic content and HTML errors within multiple Drupal 7/9 websites and web pages to meet accessibility and usability standards and guidelines. This resource will also support customers and team members in the fulfillment of service requests to the Web Assistance helpdesk.
A successful candidate must have excellent communication skills, attention to detail, and be able to engage well with team members and customers of various technical skill levels, to reliably deliver high quality, standards compliant web content.

SPECIFIC RESPONSIBILITIES

Monitor, answer and complete phone, email and online requests to a government web support helpdesk, Resolve requests covering a broad range of support from assisting customers in the simple entry of content in Drupal 7 & 9, to troubleshooting and correcting more complex website issues.
Team with Development, Design and Customer Support personnel, to identify, update and remediate content, HTML and basic accessibility issues on multiple pages within hundreds of websites in the Drupal 7 & 9 versions of the client Platform.
Assist team members and customers in the migration of content from Drupal 7 websites to Drupal 9, ensuring accessibility compliance.
Conduct trainings and/or participate in meetings with customers and team members on web-related issues - in person, via phone conference, remote access or chat client.
Autonomously complete tasks and requests or direct to appropriate team members as necessary; Log requests in real time into customer tracking systems (Remedy, JIRA); Update and maintain other forms of work reporting and tracking as necessary.

SPECIFIC QUALIFICATIONS

This is a high volume and high visibility position demanding reliable, timely delivery of high caliber service and standards compliant work product.
Solid experience assisting content editors within Drupal 7 & 9. Experience in Drupal 7/9 either with Site Building, Front End or Back End Development - especially working with Webforms, Views, Content Types, Blocks, Boxes, Paragraphs, etc.
Ability to troubleshoot and correct HTML; good understanding of HTML forms, specifically; excellent problem solving and troubleshooting skills, generally.
Working knowledge of web accessibility standards; testing and remediating website content to meet accessibility standards. Experience with accessibility testing tools such as Wave,
Axe, SiteImprove, etc. helpful.
Well-rounded knowledge of web technologies, web development tools, usage of social media, analytics, content management systems and computer systems, etc.
Familiarity working with multiple environments, version control systems, continuous integration tools, CSS, Twig, js/js libraries, PHP, Yaml, are all pluses.
Experience working with Agile or Scrum teams, familiarity with JIRA helpful.
Ability to discover, understand and communicate technical solutions and instructions with customers of varying levels of technical understanding, poise, and professionalism in all customer and team interactions a must.
This is a web-focused customer support position. Submissions focused on networking, systems administration, telecommunications, operating systems or general desktop application support will be viewed as weaker and unqualified candidates compared to submissions with a demonstrable focus specifically on web-related customer support. Candidates must have both solid web skills and helpdesk skills.

VIVA USA is an equal opportunity employer and is committed to maintaining a professional working environment that is free from discrimination and unlawful harassment. The Management, contractors, and staff of VIVA USA shall respect others without regard to race, sex, religion, age, color, creed, national or ethnic origin, physical, mental or sensory disability, marital status, sexual orientation, or status as a Vietnam-era, recently separated veteran, Active war time or campaign badge veteran, Armed forces service medal veteran, or disabled veteran. Please contact us at for any complaints, comments and suggestions.

Contact Details :

VIVA USA INC.
3601 Algonquin Road, Suite 425
Rolling Meadows, IL 60008
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