PRIMARY ROLES

  • Handle technical support calls for website and email and monitor live chat - Note: PM’s are still expected to log on to LIve chat)
    • If a past client contacts a PM directly for a support or training issue and the request will take less than 10 minutes or less then the PM is to handle the issue.  If the PM believes it will take longer than 10 minutes then the support rep will take over the issue.
  • Handle all Domains and SSL renewals and subscriptions, this includes but not limited to:
  • Check in every week to WildWest and GoDaddy for renewals, expirations and auto-renewals and
  • Check in every week to Certs (SSL) for renewals, expirations and auto-renewals
  • Support rep will verify if the client has email on our server and if so, make sure they are being billed properly.
  • Support rep will verify in QB that all clients have paid, or are paying for all domains and SSL’s and emails.
  • Update all domains and their associated server (i.e. share 1, share 2, etc)
  • Create videos tutorials for Titanium, snipcart, email, leads.i4.net.
  • After the PM has verified the demo site and checked that the slicing, content and images look good on different resolutions and checked the speed test for slow page load time, then the support rep will be sent the site for a second site of eyes to check the same thing. (Remember, if you don’t like it, then there is a high likelihood that the client won’t like it either.)