Web Support Coordinator

Job Title

Web Support Coordinator

Agency

Texas A&M Engineering

Department

Engineering Communications Group

Proposed Minimum Salary

Commensurate

Job Location

College Station, Texas

Job Type

Staff

Job Description

The Web Support Coordinator is responsible for providing support to end users needing assistance with technical, design or content updates on the web while aligning with the strategic marketing and communications goals and web priorities of the Texas A&M University College of Engineering and Texas A&M Engineering Experiment Station (TEES). This includes serving as the primary liaison with customers needing web support, training and guidance for updating web content across multiple Engineering and TEES sites, including in both WordPress and Cascade environments. Additional responsibilities include collaborating with other web team members to provide up-to-date trainings, resources, guides and documentation to customers and manage the documentation repository for all WordPress and Cascade end users.

Responsibilities:

End User Support:

• Serve as the primary liaison with customers needing web support, training and guidance for updating web content across Engineering sites, including WordPress and Cascade.
• Triage customer web tickets and provide support in accordance with web policies and best practices.
• Consult, train, coordinate, and mentor content editors on marketing strategies and best practice.
• Provide documentation to customers and manage the documentation repository by collaborating with other web team members.
• Conduct web trainings for customers post site launch and maintain a regular training schedule with all content editors.
• Assist with training end users in other integrated web applications and features, such as LiveWhale, dedicated WordPress themes and plugins, social integrations and dynamic tagging structures.

Web Standards Compliance:

• Maintain websites in accordance with marketing and branding guidelines.
• Ensure customers adhere to web style guides, branding guides, accessibility and copyright laws, policies, and procedures.
• Enforce accessibility standards across sites and provide guidance and support on best accessibility practices.
• Use reporting tools such as Siteimprove and Google Analytics to aid in decision-making when working with customers and monitoring sites.

Web Strategy

• Provide recommendations to enhance site design, layout, content and navigation.
• Update web content when needed, keeping in mind site purpose, structure, navigation, metrics, user journey and overall strategic goals.

Other

• Performs other duties as assigned.

Required Education:

• Bachelor’s degree or any equivalent combination of training and experience.

Required Experience:

• Five years of experience in an applicable field.

Preferred Education:

• Masters or higher degree in technical, web or customer-support field.

​Preferred Experience:

• Significant experience offering technical support and training on a variety of web platforms to a wide-range customer base.

Knowledge, Skills, and Abilities:

• Ability to cultivate and maintain professional working relationships with people of varied backgrounds.
• Ability to complete tasks on time, with a strong attention to detail, customer service and follow up.
• Ability to compile and develop technical documentation for use by a general audience.
• Self-starter with the forethought to use mainstream technologies to aid in instructional trainings.
• Familiarity with technical applications common to web environments.
• Proficiency with programming languages and popular analysis toolkits commonly used in web environments.
• Ability to grasp new and upcoming technologies and teach them to a general audience.
• Familiarity with organizing information and data.
• Advanced understanding of coding languages and content management systems.
• Ability to effectively communicate with individuals at all levels, both internally and externally.
• Strong analytical and creative problem-solving skills.
• Familiarity with content SEO.
• Ability to multi-task and work cooperatively with others.

All positions are security-sensitive. Applicants are subject to a criminal history investigation, and employment is contingent upon the institution’s verification of credentials and/or other information required by the institution’s procedures, including the completion of the criminal history check.

Equal Opportunity/Affirmative Action/Veterans/Disability Employer committed to diversity.