Support Desk Executive (Website Maintenance)

Job Overview

We are seeking a proactive and detail-oriented Support Desk Executive to join our support team and manage client requests through our website maintenance ticketing system. The role involves handling technical and non-technical support queries, coordinating with internal teams, and ensuring timely resolution of client issues.

Key Responsibilities

• Monitor and manage incoming support tickets via the support desk system
• Respond to client queries related to website maintenance, updates, bugs, and general support
• Troubleshoot basic website issues (content changes, layout issues, broken links, etc.)
• Escalate complex technical issues to developers or relevant teams with clear documentation
• Track ticket progress and ensure timely resolution according to service standards
• Communicate updates and resolutions clearly and professionally to clients
• Maintain accurate records of issues, actions taken, and resolutions
• Assist in improving support workflows and documentation
• Ensure a high level of customer satisfaction at all times
  
   

Required Skills & Qualifications

• Proven experience in a support desk, helpdesk, or customer support role
• Basic understanding of websites, CMS platforms (such as WordPress), and hosting environments
• Strong written and verbal communication skills
• Ability to manage multiple tickets and prioritize tasks effectively
• Good problem-solving and troubleshooting skills
• Familiarity with ticketing systems and customer support tools
• Attention to detail and strong organizational skills
  
   

Preferred Qualifications

• Experience supporting website maintenance or digital agency clients
• Basic knowledge of HTML, CSS, or website performance issues
• Experience working with SLA-based support environments