Web Support Specialist I
- Chennai, Tamil Nadu
- Permanent
- Full-time
Chennai, IndiaAre you energized by solving technical challenges and helping clients get the most out of their web platforms? Do you thrive in a fast-paced environment where every ticket is a chance to learn, optimize, and improve? We are looking for a Web Support Specialist I who is passionate about delivering fast, empathetic, and accurate support using the latest tools—including AI—to create scalable customer success.About the Job:
The mission of a Web Support Specialist I is to deliver exceptional technical support for customers using Vendasta’s Website Pro product. This role ensures clients experience quick, effective, and empathetic solutions to web-related issues—empowering them to optimize their online presence. As the first line of support, the Specialist leverages product knowledge, diagnostic tools, and AI-enhanced workflows to ensure responsive service and scalable success. The role also contributes to a culture of learning and continuous improvement by adopting emerging tools, including AI, to improve decision-making and support outcomes.Your Impact:As a Web Support Specialist I, you’ll work with Vendasta’s Website Pro team and cross-functional support teams to:
- Provide real-time client assistance, resolving issues related to WordPress, DNS, SSL, and hosting.
- Leverage AI support tools and scripted diagnostic workflows to improve first-response quality and reduce time-to-resolution.
- Actively manage support tickets, prioritizing based on urgency and customer impact, adhering to SLA standards.
- Document technical cases and resolution paths in internal knowledge bases to support ongoing learning and process refinement.
- Use testing tools and platform-integrated AI diagnostics to ensure long-term client success and satisfaction.
- Develop foundational knowledge of Vendasta’s product ecosystem to offer contextually relevant support.
- Stay current with product releases and leverage AI-powered changelog summarizers or documentation assistants to keep learning efficiently.
- Translate technical concepts into client-friendly language; recommend best practices that align with performance goals.
- Participate in AI-assisted quality checks or feedback summaries to continuously raise support standards.
- Share trends and insights from support interactions with cross-functional teams using AI-curated summaries when applicable.
- Assist clients with web infrastructure needs: SSL configuration, DNS routing, and cache troubleshooting.
- Troubleshoot simple to moderate issues in PHP, JavaScript, HTML, and CSS, using AI copilot tools for code validation and error identification.
- Support ecommerce setup and optimization through guided workflows, including AI-generated checklists or site performance scans.
- Contribute to documentation or self-service toolkits powered by AI, reducing repetitive issue volume.
- Identify and escalate process inefficiencies where automation or tooling (e.g., AI ticket tagging, auto-routing) can improve operations.
- 2+ years of WordPress experience, with exposure to ecommerce platforms considered an asset.
- Familiarity with basic web infrastructure concepts: DNS, SSL, caching, and hosting.
- Competence in PHP, JavaScript, HTML, and CSS for basic debugging and implementation
- Experience or comfort with guided AI tools (e.g., AI chat deflection, script generation, diagnostics assistants)
- Excellent diagnostic and analytical skills, including the ability to identify patterns in recurring issues.
- Strong verbal and written communication abilities, including comfort with AI summarization or assistive response tools.
- Confidence in escalating or collaborating with development or product teams when issues exceed scope.
- Demonstrated adaptability in fast-paced, evolving environments with a learning mindset.
- Eagerness to explore AI and automation tools that support personal and team effectiveness.
- Willingness to engage in peer learning and coaching, including use of AI-enhanced support recordings or skill reviews.
- Takes initiative in identifying knowledge gaps and uses AI tools (chatbots, documentation generators) to support learning.
- Maintains a mindset of continuous improvement and is coachable in technical and soft skill development.
- Executes repeatable tasks using AI support systems (e.g., ticket summarizers, error interpreters).
- Embraces change and seeks feedback to refine tool usage.
We help businesses get more customers. And keep them. We’re on a mission to build the most trusted AI-powered platform for small businesses and the partners who support them. At Vendasta, you’ll be part of something ambitious: helping bring AI transformation to local businesses at scale. As a team member, you’ll enjoy:
- Competitive health benefits, flex time, and annual work-from-anywhere options
- Equity opportunities and a chance to directly shape our AI future
- A vibrant workplace culture that embraces experimentation, thought leadership, and continuous learning
- A place where building AI isn’t just a buzzword, it’s the core of everything we do