Web Support Specialist

📌 Role Overview
The Web Support Specialist is responsible for maintaining the operational health, performance, and reliability of a growing portfolio of WordPress websites. This role focuses on website support operations, quality assurance, troubleshooting, tracking validation, and process improvement to ensure sites remain stable, functional, and optimized.

The ideal candidate is highly organized, detail-oriented, and comfortable managing multiple website requests while collaborating with developers, designers, content teams, and business stakeholders.

⚙️ Key Responsibilities

🌐 Website Support & Operations

• Manage day-to-day website support requests across multiple WordPress properties.
• Build and maintain a structured ticket intake process, request workflows, and resolution procedures.
• Establish service-level expectations (SLAs) for different support priorities.
• Monitor website uptime, forms, and critical functionality using monitoring tools.
• Create documentation, SOPs, and troubleshooting guides for recurring website issues.

🧪 Quality Assurance & Website Launch Support

• Perform website QA testing before and after launches.
• Validate:
  • Forms and lead capture functionality
  • CTA buttons and conversion paths
  • Mobile responsiveness
  • Accessibility standards
  • Website performance
  • Core Web Vitals and Lighthouse metrics
• Maintain launch checklists and post-launch stabilization processes.
• Identify issues and coordinate fixes with development teams.

📊 Tracking & Analytics Validation

• Test website tracking implementations, including:
  • Form submissions
  • Phone clicks
  • CTA interactions
  • Booking flows
  • Chat interactions
  • Conversion events
• Use tools such as:
  • Google Tag Manager
  • Google Analytics 4 (GA4)
  • Google Search Console
  • PageSpeed Insights
• Document tracking issues and escalate advanced analytics problems when required.

🔧 WordPress Troubleshooting

• Diagnose and resolve common WordPress issues.
• Manage updates, plugins, settings, and basic configuration tasks.
• Identify performance, usability, and functionality problems.
• Support website improvements across a multi-brand environment.

🤝 Cross-Functional Collaboration

• Work closely with:
  • Web Developers
  • Web Designers
  • Content Teams
  • SEO/PPC Teams
  • Analytics Stakeholders
• Communicate project updates, priorities, and technical issues clearly.
• Help improve internal website processes as the team scales.

🧠 Required Skills & Qualifications

🎓 Education & Experience

• 2+ years of experience in:
  • Web support
  • Website operations
  • Digital production
  • Technical helpdesk roles

💻 Technical Skills

• Hands-on WordPress experience.
• Understanding of:
  • WordPress themes and plugins
  • Website troubleshooting
  • CMS workflows
  • Basic web performance optimization
• Experience with support platforms such as:
  • Jira
  • Zendesk
  • Monday.com
  • Similar ticketing systems

📈 Analytics & QA Knowledge

• Experience with:
  • Google Search Console
  • Google Analytics 4
  • Google Tag Manager
  • PageSpeed Insights
• Understanding of:
  • Core Web Vitals
  • Lighthouse reports
  • Mobile-first testing
  • Accessibility checks

⭐ Preferred Skills

• Experience supporting multi-location websites.
• Familiarity with SEO best practices.
• Knowledge of conversion tracking and marketing technology.
• Experience working with home services, franchise, or enterprise websites.

🏢 Company Snapshot
Apex Service Partners builds and supports leading HVAC, plumbing, and electrical service brands across the United States. The organization is expanding its internal digital team to create scalable, high-performing website experiences across its portfolio.

💰 Salary Range
$50,000 – $65,000 per year (DOE — Depending on Experience)

📍 Location: Irving–Las Colinas, TX
🏠 Hybrid Schedule: 4 days onsite, Wednesday remote
✈️ Travel: Approximately 10%