The Product Support + Service Specialist will be a member of our digital product team and will have the primary responsibility of supporting, servicing and resolving client requests regarding their (add)ventures-built digital products. This includes helping our clients in troubleshooting and resolving technical issues and bugs, entering and editing content, and providing content strategy for product success.  The content will include images, videos, blog posts, articles, press releases, PDFs, social media and marketing copy.

Can be a part-time (no less than 20 hours a week) or full-time role with the potential for a full-time hire in the future. 

The perfect fit for our team and this role is someone with a meticulous nature who is naturally driven to deliver outstanding results for our clients. We’re seeking an individual with a design eye (and a bit of design tool know-how) who can also work with HTML/CSS as it relates to content publication and will also happily publish content, even the most routine content, with pride.

Responsibilities:
  • Provide technical and content-related support and service for digital products; mainly custom-built websites
  • Load and publish content and posts for clients’ websites
  • Work collaboratively to create and implement strategies for product success for content campaigns, landing pages, and post materials for our clients’ digital products
  • Ensure all product support and service deliverables are sufficiently complete to meet WCAG 2.1 Level AA accessibility standard compliance and search engine optimization (SEO) best practices
  • Work with developers, editors, and product managers to ensure product quality
  • Work closely with the digital product manager to suggest product enhancements based on recurring client support needs
  • Assist Digital Product Manager in creating, editing, and revising product documentation
  • Escalate client support requests to the Digital Product Manager and/or Account Manager, when appropriate

Required skills and experience:
  • Bachelor’s degree or equivalent experience in a related area (graphic design, media, communications, digital marketing)
  • 1 to 2 years of professional industry experience managing website content using a content management system
  • Comfortable and proficient working in HTML and CSS in order to troubleshoot, layout, and build landing pages and posts for client websites
  • Experience working with a ticketing system and workflow to resolve client support and service requests
  • Demonstrated excellence in organizational skills with the ability to be engaged in multiple projects with tight deadlines while simultaneously meeting clients’ needs from an operational standpoint on live sites
  • Demonstrated attention to detail to ensure quality and accuracy
  • Understanding of good design principles and practices
  • Exposure to content marketing tactics, such as SEO, digital advertising, and social media marketing
  • Ability to communicate clearly, succinctly and effectively with clients and team members to ensure expectations are appropriately set regarding such things as availability and constraints
  • Ability to proficiently use Adobe Creative Suite (Illustrator, Photoshop, Adobe XD)
  • Ability to work independently and take initiative to add value to client support and service requests, where appropriate

Preferred skills and experience:
  • Basic, working knowledge of digital accessibility standards, specifically WCAG 2.1
  • Familiarity with Drupal 7, 8, 9 or similar CMS
  • Familiarity with Jira
  • Experience with reading and working with visual design and functional specifications
  • Previous work experience serving clients or customers e.g. in a service-oriented environment such as hospitality

(add)ventures is a multidisciplinary brand culture and communications firm. With offices in Miami, New York and East Providence, (add)ventures has been exceeding the branding goals of industry leading client partners for more than 25 years. Our offices specialize in disciplines including insights & analytics, video & animation, digital services, marketing, content creation and design. Our team is NICE – we’re nurturers with intelligence, character and energy. We solve problems, we make people happy, we love what we do and we love who we do it with.

* We are open to flexible, hybrid office / work from home arrangements post-COVID.

To help ensure a safe working environment for (add)venturists and their families along with our clients and contractors, at the current time, all people who come in our office are required to have achieved an Up-to-Date vaccination status against the COVID-19 virus. If you are vaccinated but not boosted, you will be required to wear an N-95 mask while on (add)ventures' premises.


Sorry, no relocation available.  We are an EEO/Affirmative Action employer. 

 

This is a contract position

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