Primary Responsibilities & Expectations
 

• Serve as technical expert across all AR Operation teams by providing technical troubleshooting and solutions for Forge and Fuse, and communicating with clients via email, video call, or phone
• Handle escalations for bugs and questions by serving as a liaison between AR Operations and other internal teams like Product and Engineering. A big part of your role will be continually identifying efficiencies with how escalations are reported and supported
• Track Forge and Fuse bugs, process improvements, and questions that must be documented and shared with the team
• Track product feature requests using Canny
• Manage AMS sync during Fuse onboarding with Project Managers, ensuring proper AMS connection, correct segments, and accurate employee and policy mapping
• Launch Forge websites on behalf of the client or in coordination with the client’s IT team, involving DNS or name server changes, DNS record research, and other technical tasks
• Maintain a database of client domain access information in coordination with the team
• Assist with gathering domain access credentials, acquiring delegated access to the client’s domain registrars, domain transfers, and other technical responsibilities related to DNS access as needed
• Validate records on clients’ domains, to connect client domains with necessary Fuse and Forge products and services
• Scan client websites to create URL reports for SEO and redirect optimization during Forge website deployment
• Monitor site downtime and escalate for client communication, assisting with site outages and SSL certificate issues as needed
• Implement third-party integrations on Forge websites when required
   

Skills And Qualifications
 

• 3-5 years of technical support-related experience in a customer service or onboarding/implementation environment
• Strong technical aptitude with the ability to understand and work with various platforms, tools, and technologies
• Exceptional written and verbal communication skills
• Attention to detail, exceptional organization, and ability to juggle multiple priorities with grace
• Self-motivation and the ability to function both independently and within a team structure
• Ability to manage expectations, set schedules, and ensure deliverables are on track as agreed to
• Comfortable brainstorming and offering creative solutions to challenges big and small
   

Requirements
 

• Must be available for in-person training (exception for existing Agency Revolution team members)
• Must be able to work a standard schedule during set business hours
• Must have a reliable, quiet work environment free from distractions
• Must have an internet connection that meets FMG minimum requirements
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)