Web Tech Support Lead
Kforce Inc

Job Info

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RESPONSIBILITIES:

Kforce has a client that is seeking a Web Tech Support Lead in Vista, CA.Summary:The Web Tech Support Lead is responsible for ensuring a world-class customer-centric experience for our Client's Direct To Consumer (DTC) digital properties. A successful candidate in this role thrives on problem solving and collaborating with cross-functional teams to drive toward closure. Additionally, a successful candidate is obsessed with organization and details.Key Responsibilities:

• Serve as the primary point of contact regarding incidents, tickets, and technical support
• Monitor uptime and site speed
• Oversee escalations
• Educate, guide, and train business users on the proper use of web systems and tools
• Log and manage tickets and ensure timely follow-up of all tickets
• Accurately track and record working hours for your team to ensure efficiency
• Ensure business users follow proper procedure when submitting tickets and provide feedback in a timely manner
• Review and document issues on websites for accuracy and functionality
• Provide feedback to business stakeholders with detailed information on any defects found, and help the Scrum Master and Product Owner to prioritize defects
• Research, analyze, and resolve issues and provide feedback / follow up to users
• Stay updated with industry best practices and standards for DTC websites
• Actively participate in scrum ceremonies as needed to provide clarifications and problem solve with the team

REQUIREMENTS:

• Strong communication skills with ability to communicate complex technical concepts and align organization on decisions
• Sound problem-solving skills with the ability to quickly process complex information and present it clearly and simply
• Utilizes team collaboration to create innovative solutions efficiently
• Passionate about technology and excited about the impact of emerging / disruptive technologies
• Wants to unleash inner self-starter and work in an environment that fosters entrepreneurial minds
• Believes in culture of brutal transparency and trust
• Open to learning new ideas outside scope or knowledge skillset
• Talent to break things and find problems

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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