Web Support Representative

Web Support Representative

Location: Remote (Headquartered in Marlborough, MA)

Type: Full-time

Department: Tech Services

Salary: $58,000 - $70,000 annually

3 Media Web is an award-winning website design and digital marketing agency specializing in WordPress websites for growing organizations. We're a close-knit team that values process-driven excellence, client relationships, and continuous learning.

We're seeking an experienced Web Support Representative to join our Tech Services team and provide exceptional support to our growing client base. This role is perfect for a detail-oriented WordPress professional who thrives in a process-driven environment and enjoys solving technical challenges while maintaining excellent client relationships.

You'll work closely with Project Managers and clients to understand support requests, manage deadlines, and execute website maintenance, security updates, and enhancement projects.

• Manage client support tickets and website maintenance requests
• Deploy website enhancements and content updates
• Perform WordPress theme setup, edits, and content implementation
• Conduct quality assurance testing for new sites and updates
• Execute basic troubleshooting and issue resolution

• Security Management: Review and update plugins with security vulnerabilities using WordFence and SolidWP vulnerability tracking
• Scheduled Content Updates: Manage recurring client content using PublishPress Revisions Pro and similar tools
• Event Management: Organize and publish event calendars, workshops, and job fair listings
• Analytics Management: Set up and maintain Agency Analytics reports for client retainers

• Site audits for new and existing clients
• Technical SEO audits and implementation
• Documentation creation and maintenance for internal processes and client training
• Design and development workflow management
• Premium plugin license management and record keeping

• Advanced knowledge of WordPress backend, themes, plugins, and layouts
• ACF, Gutenberg, and at least one major page builder, like Divi or Elementor
• Experience with Gravity Forms and add-on integrations (email platforms, Salesforce, Authorize.net, Stripe, HubSpot)
• Database management: uploads/downloads, data exports/imports
• WooCommerce platform experience preferred

• Essential: HTML, CSS, Adobe Photoshop/Creative Suite proficiency
• Preferred: Basic PHP, jQuery/JavaScript knowledge, AI-powered WordPress plugins and automation tools
• Systems: Terminal/SSH/WP CLI, SFTP client administration
• SEO & Analytics: Google Analytics, Search Console, Tag Manager setup
• Email Systems: SMTP knowledge (SendGrid, SPF, AWS SES) a plus

• Professional written and verbal communication with exceptional attention to detail
• Strong documentation and recap summary creation abilities
• Comfortable working in a process-driven environment with established workflows
• Experience with support applications: ticketing systems, G Suite, Slack, Atlassian (Confluence, Trello)
• Ability to prioritize and meet deadlines in a multi-tasking environment

• Skill in determining client site issues and communicating clearly with development team
• Understanding of proper follow-up and issue resolution procedures
• Ability to work independently while knowing when to escalate complex issues

• Previous web agency experience
• Advanced Google Sheets skills with formula creation and conditional formatting
• Experience with vulnerability management and security protocols
• Familiarity with web accessibility standards
• Domain management, SSL, and DNS update experience
• Site QA including browser testing and responsive design checks

• AI Tool Proficiency: Experience with WordPress AI plugins (AI Engine, ChatGPT Assistant, AI Power) for content automation and chatbot implementation
• AI-Assisted Problem Solving: Familiarity with AI tools (ChatGPT, Claude) for troubleshooting, documentation, and client communication
• Automation Workflows: Knowledge of AI-driven task automation and scheduling tools
• AI Security Tools: Understanding of AI-powered security and threat detection plugins

• Health Benefits: Comprehensive health coverage
• 401k Plan: Retirement savings plan
• Unlimited Vacation: Flexible time off policy (4 weeks minimum)
• Work-Life Balance: Flexible schedule options
• Team Culture: Motivated, close-knit team environment
• Parental Leave: Generous parental leave policy
• Growth Opportunities: Continuous learning and skill development

• Must be legally authorized to work in the United States
• Reliable internet connection and appropriate home office setup (for remote candidates)
• Ability to work during standard business hours with occasional flexibility for urgent client needs

As our Web Support Representative, you'll be the technical backbone ensuring our clients' websites remain secure, functional, and optimized. Your attention to detail and proactive approach to security management directly protects our clients' digital assets and business operations. You'll build lasting relationships with clients while contributing to a team that values excellence and continuous improvement.

Ready to join our team? Please submit your resume along with a brief cover letter describing your WordPress experience and why you're excited about this opportunity.