Web Support Specialist I

IT Specialist
Remote
September 29, 2025
Full Time
Application ends: December 29, 2025

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Job Description

About The Job

The mission of a Web Support Specialist I is to deliver exceptional technical support for customers using Vendasta’s Website Pro product. This role ensures clients experience quick, effective, and empathetic solutions to web-related issues—empowering them to optimize their online presence. As the first line of support, the Specialist leverages product knowledge, diagnostic tools, and AI-enhanced workflows to ensure responsive service and scalable success. The role also contributes to a culture of learning and continuous improvement by adopting emerging tools, including AI, to improve decision-making and support outcomes.

Your Impact

As a Web Support Specialist I, you’ll work with Vendasta’s Website Pro team and cross-functional support teams to:

  • Provide real-time client assistance, resolving issues related to WordPress, DNS, SSL, and hosting.
  • Leverage AI support tools and scripted diagnostic workflows to improve first-response quality and reduce time-to-resolution.
  • Actively manage support tickets, prioritizing based on urgency and customer impact, adhering to SLA standards.
  • Document technical cases and resolution paths in internal knowledge bases to support ongoing learning and process refinement.
  • Use testing tools and platform-integrated AI diagnostics to ensure long-term client success and satisfaction.
  • Develop foundational knowledge of Vendasta’s product ecosystem to offer contextually relevant support.
  • Stay current with product releases and leverage AI-powered changelog summarizers or documentation assistants to keep learning efficiently.
  • Translate technical concepts into client-friendly language; recommend best practices that align with performance goals.
  • Participate in AI-assisted quality checks or feedback summaries to continuously raise support standards.
  • Share trends and insights from support interactions with cross-functional teams using AI-curated summaries when applicable.
  • Assist clients with web infrastructure needs: SSL configuration, DNS routing, and cache troubleshooting.
  • Troubleshoot simple to moderate issues in PHP, JavaScript, HTML, and CSS, using AI copilot tools for code validation and error identification.
  • Support ecommerce setup and optimization through guided workflows, including AI-generated checklists or site performance scans.
  • Contribute to documentation or self-service toolkits powered by AI, reducing repetitive issue volume.
  • Identify and escalate process inefficiencies where automation or tooling (e.g., AI ticket tagging, auto-routing) can improve operations.

What You Bring To The Table

  • 2+ years of WordPress experience, with exposure to ecommerce platforms considered an asset.
  • Familiarity with basic web infrastructure concepts: DNS, SSL, caching, and hosting.
  • Competence in PHP, JavaScript, HTML, and CSS for basic debugging and implementation
  • Experience or comfort with guided AI tools (e.g., AI chat deflection, script generation, diagnostics assistants)
  • Excellent diagnostic and analytical skills, including the ability to identify patterns in recurring issues.
  • Strong verbal and written communication abilities, including comfort with AI summarization or assistive response tools.
  • Confidence in escalating or collaborating with development or product teams when issues exceed scope.
  • Demonstrated adaptability in fast-paced, evolving environments with a learning mindset.
  • Eagerness to explore AI and automation tools that support personal and team effectiveness.
  • Willingness to engage in peer learning and coaching, including use of AI-enhanced support recordings or skill reviews.
  • Takes initiative in identifying knowledge gaps and uses AI tools (chatbots, documentation generators) to support learning.
  • Maintains a mindset of continuous improvement and is coachable in technical and soft skill development.
  • Executes repeatable tasks using AI support systems (e.g., ticket summarizers, error interpreters).
  • Embraces change and seeks feedback to refine tool usage.

Are you interested in this position?

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