Helpdesk Support (Web Development)

This is an exciting opportunity to join an established digital agency, operating since 2000. Brave Agency is an award-winning, integrated agency specialising in Design, Digital and Marketing expertise. Ever since its launch, Brave has always strongly believed in delivering work that Begins with data and Ends with results, we call it our ‘Beginning to End’ journey. As a collective, we’re able to give our clients an agile, nimble and dynamic experience. BE.AMBITIOUS!

Brave Agency is a medium-sized company, with a highly respected reputation within the digital, creative and marketing industry for branding, web design, web development, internet marketing and SEO. Our impressive portfolio ranges from recognised brands to public sector clients through to corporates and highlights forward-thinking SME’s where we make a real difference.

Clients approach us when they need the best across the line mix of technical, marketing and design expertise to help them achieve their objectives in their competitive marketplace. Since the agency is “Integrated”, everything is delivered with an aligned approach.

The Role

The role will mean joining our talented team and helping to support our aggressive digital growth strategy. You could be responsible for bringing internal and external processes to life and supporting the ambition of the digital delivery team being able to support clients and the development team.

As Helpdesk Support, you will be working alongside an experienced team of web developers and managers. You will play a key role in providing our clients with daily support with a wide range of development requests. This can range from investigating and fixing bugs/issues, performing maintenance on sites and servers, to implementing brand new feature requests.

What will you be doing?

• As Helpdesk Support, you will report directly to the Dev Team Lead and aid in the delivery of a wide range of technical support to clients.
• Full ownership and management of the Development Support Helpdesk and Client Retainer/Ad Hoc tasks.
• Taking ownership of customer issues and questions from inquiry to resolution.
• Prioritising and responding to support tickets, phone calls, emails, and internal messages on a daily basis.
• Approaching each customer interaction with a high sense of urgency, coupled with immense care, empathy, patience, and professionalism.
• Troubleshooting customer issues, identifying paths forward, and clearly communicating solutions and how-tos.
• Escalating complex technical bugs for investigation, and updating customers on developments and fixes throughout the process.
• Taking a proactive approach to individual learning
• Collaborating closely with various cross-functional teams (Development, Project and Account Management) to ensure customer requests are handled in a timely manner.
• Interpret client briefs, scope requirements and provide estimates of work.
• Managing security patching of all Brave client websites, this will include monitoring these on a monthly basis and highlighting any issues to Dev Team Lead. All work will need to be quoted to the client and then scheduled to be complete.
• Overseeing software alerts tools which includes Hetrix and Securi, highlighting to the Dev Team Lead when work needs to be done to a clients website.
• Full management of all tasks and awareness of time being taken/estimates given to clients. When required you will be responsible for updating time estimates with clients. Full responsibility for the quality of work output.
• Managing your own workload, including creating tasks on Teamwork and scheduling them to be done. This requires a high level of organisation and awareness of client deadlines and being able to pivot to priorities whilst alerting of any time creeping.
• Support the development team with the creation of bespoke sites on software such as WordPress, WooCommerce and Shopify
• Develop sites with best practices in mind, adhering to Brave’s internal standards.
• Develop with reusability in mind, so elements can be used across projects easily.
• Test sites across multiple platforms, devices and browsers, making any fixes where possible and gracefully degrading on platforms with less support.
• Basic administration of development, staging and production servers.
• Setup of any Continuous Integration / Deployment tools such as DeployHQ.
• Basic administration of any projects via GitHub / GitLab.
• Setup of testing suites (if required) such as Cypress.
• Ensuring that required functionality is working to the best of your ability.
• Support the entire digital team with the delivery of tasks and projects as required.
• Be mindful of risk when dialoguing with customers and if unsure, raising this with the Team Dev Lead.

Skills required

• Working knowledge of PHP, HTML, JavaScript, CSS / SCSS.
• Working knowledge of WordPress and WooCommerce.
• A passion for solving problems and resolving them as quickly as possible.
• Strong organisational and time management skills.
• A creative approach to problem-solving.
• Have a creative, technical and analytical mindset.
• Ability to communicate effectively in technical and business environments with both colleagues and clients.
• A team player mentality.
• Positive, can-do attitude.

You must live within commutable distance of Peterborough, Cambridgeshire we expect all applicants to supply a covering letter outlining why you think you would be suitable for this role and salary you are looking for.

If you feel that you tick most of the boxes but not all, please get in touch.