Web Support Specialist

Apex Service Partners

Web Support Specialist responsible for maintaining and supporting in-house website portfolio at Apex Service Partners. Focus on operational health, QA, and ticket management.

Posted 6/17/2026full-timeIrving • Texas • 🇺🇸 United StatesJuniorMid-Level💰 $50,000 - $65,000 per yearWebsite

Tech Stack

Tools & technologies

WordPress

About the role

Key responsibilities & impact

Support Infrastructure & Operations: Build and manage a centralized intake system for all site change requests, including the form, queue, SOP, and routing logic
Define and publish tiered SLAs for urgent, standard, and low-priority requests, and communicate them clearly to internal stakeholders
Establish uptime, form, and tracking failure alerts across all in-house sites using UptimeRobot or a comparable monitoring tool
Develop a runbook covering 20 or more recurring support scenarios to enable consistent, efficient resolution across the team
Quality Assurance & Site Launches: Build and maintain a pre-launch QA checklist covering functionality, forms, tracking, mobile experience, accessibility, and Lighthouse and Core Web Vitals thresholds
Own the QA process for site launches, ensuring every site meets standards before going live
Define and execute a 30-day post-launch stabilization process for newly built sites, including monitoring, issue logging, and resolution tracking
Conduct a full audit of in-house sites, documenting recurring issues, open requests, and chronic site problems for the Web Developer
Ticket Management & Performance: Manage and resolve incoming support tickets, maintaining an SLA attainment rate of 85% or higher on an ongoing basis
Sustain a ticket throughput of 20 or more resolved tickets per week while maintaining quality and SLA compliance
Reduce the pre-existing support backlog by 50% within the first 120 days
Maintain accurate ticket logs and provide status reporting to the Web Developer and leadership
Collaboration & Documentation: Work closely with the Web Developer, Web Designer, and Content Writer to support smooth site launches and post-launch stability
Serve as the primary point of contact for internal stakeholders submitting site change requests, setting clear expectations on timelines and priorities
Build and maintain a growing documentation library that reduces repeat escalations and enables the team to self-serve on common issues
Contribute to process improvement conversations as the team scales, identifying patterns in ticket volume and recurring site issues
QA and Site Health Monitoring: Validate that core website events are firing correctly after launches and major site updates, including form submissions, phone clicks, CTA clicks, booking/scheduling links, chat interactions, and thank-you page activity
Use tools such as Google Tag Manager Preview Mode, GA4 Realtime/DebugView, Google Search Console, PageSpeed Insights, and site monitoring tools to identify tracking, form, uptime, and performance issues
Log tracking issues clearly in the ticketing system, including the affected site, page, event, expected behavior, actual behavior, severity, and screenshots or testing notes where applicable
Escalate advanced GTM, GA4, data layer, or development-related issues to the Web Developer or appropriate analytics stakeholder
Maintain a recurring QA cadence for newly launched and priority sites to confirm that forms, tracking, conversion paths, and reporting signals remain stable over time

Requirements

What you’ll need

2+ years of experience in a web support, site operations, or digital helpdesk role
Hands-on experience with WordPress, including familiarity with common plugins, settings, and troubleshooting workflows
Experience building or managing a ticket intake and SLA system, using tools such as Jira, Zendesk, Monday.com, or similar
Working knowledge of site monitoring tools such as UptimeRobot, Google Search Console, and PageSpeed Insights
Solid understanding of QA processes for web, including form testing, tracking validation, mobile review, and accessibility checks
Highly organized with strong attention to detail and the ability to manage a high volume of concurrent requests
Clear written and verbal communication skills; comfortable working with both technical and non-technical stakeholders
Familiarity with Core Web Vitals, Lighthouse scoring, and basic performance optimizations
Experience in a multi-location or home services environment a plus
Experience with project management tools such as Monday.com a plus.

Benefits

Comp & perks

Health insurance coverage
Life and disability insurance
Retirement savings plan
Paid holidays
Paid time off (PTO)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

WordPressticket managementSLA managementquality assuranceform testingtracking validationmobile reviewaccessibility checksCore Web VitalsLighthouse scoring

Soft Skills

highly organizedattention to detailclear communicationcollaborationprocess improvement