Agency Support Technician

We are offering a fantastic opportunity to fast track becoming a web developer by working within our experienced and dynamic team to deliver a leading CMS and web platform.

The role offers first hand experience into both web development and technical support to our international agency partners. You would work with web agencies around the world to help onboard them onto our product and assist them with all aspects of building websites and managing them on our software.

We run a cloud-based platform for building and managing websites and web applications that includes CMS, CRM, eCommerce, eMarketing and bespoke Databases. We also offer bespoke development services to our partner agencies that includes API integrations and building complex marketplace projects.

The role would include a mix of support work and client project work. There are also opportunities to be involved in the internal development of our product which has creates a strong and dynamic team. The role is somewhat unique in terms of being both client/project facing and internal development. Depending on ability and interests you could be helping partners create websites while also improving the resources available to partners and giving vital feedback to improve the product.

Your duties will include:

Partner support - Predominantly via live chat, Slack and email for partners around the world. Assisting with questions ranging from pricing/sales to technical queries including website Go Live (domains/SSL).

Partner on-boarding - Requirements identification, guiding them through the process to facilitate onboarding within agreed timescales

Partner lead generation – Targeting agencies from other platforms and working on marketing strategies to increase awareness/signups.

Partner Comms - Evolve communications plans and capabilities to ensure partners have all information they need and feel valued along with growing community

Documentation - Knowledge management, ensuring partners have clear, easy to navigate technical documentation to meet their needs and streamline engagement and usage of the platform

Roadmap/Release Management & Planning - Help manage the Roadmap based on partner feedback and communicate releases/updates.

Feature Planning - Help collate feedback and determine the specification and priority of new features.

Feature QC - Reviewing any platform changes or new feature releases for quality control.

Work with the development team on existing and new projects, using HTML, CSS, JavaScript and Liquid to create and improve client websites and applications

Attend team meetings including operations, marketing and R&D

Assist the support team with assigning support tickets and keeping clients/partners informed of progress, completing tickets as skills improve

Assist the QA team with automated and manual testing of websites and applications

Content administration – Use CMS interface to create and update content on client sites

Site Administration - Use CMS interface to create and administer different types of content, lists of content, tags, users, displays and templates

About us and our Stack:
- Friendly team of 17 and growing
- Based in Aldermaston near Reading (transport required)
- A modern, dog friendly, office
- AWS based infrastructure
- GraphQL/Liquid/YAML
- HTML/CSS (Sass)/JS
- Node.js/React/React Native

As the role develops you could potentially specialise more in support or in development and become a dedicated front end developer or support technician.

This specific role is to help cover the AU/NZ time zone but may overlap with UK time zone for training etc. Hours need to be a little flexible.