Marketing Operations Support Specialist (Contentful)

A Fortune 500 Home Improvement Store is in of Digital Marketing Operations Support Specialist to join their team!

Location: Remote, but must be willing to work EST hours

Length of Assignment: 6 months with the ability to extend

Pay: up 45.00/hr DOE on a W2

:

Seeking a skilled and dedicated Contentful CMS (or comparable Headless CMS) Support Contractor to join our team. As a Contentful Support Specialist, you will be responsible for providing timely and efficient support to our content teams, ensuring seamless operations and enabling them to leverage the capabilities of Contentful effectively. Your expertise in Contentful will play a critical role in training, documentation, resolving common issues, answering questions, and ensuring a seamless user experience.

Responsibilities:

• Collaborate closely with cross-functional teams, including Marketing, Engineering, Product Management, and UX, to address support-related issues and provide feedback
• Create and maintain detailed documentation, including FAQs, troubleshooting guides, and knowledge base articles, to empower content teams to independently resolve common issues
• Diagnose and resolve issues reported and escalate complex problems to appropriate teams when necessary
• Monitor support tickets and track progress, ensuring that all requests are addressed in a timely manner and within the agreed-upon service level agreements (SLAs)
• Identify patterns or trends in support requests and provide feedback to the Engineering and Product Management teams for continuous improvement of the Contentful platform
• Conduct training sessions, ensuring users are equipped with the necessary skills to effectively use Contentful and leverage its features and capabilities
• Respond promptly and professionally to inquiries, providing technical support and troubleshooting assistance. Zendesk experience is a plus
• Stay current with the latest updates, features, and enhancements in Contentful, and proactively communicate this information to content teams to maximize their productivity and efficiency

Requirements:

• Proven track record in providing technical support or customer service in a similar role
• Excellent problem-solving skills and the ability to diagnose and resolve technical issues effectively
• Proactive and self-motivated, with the ability to work independently and prioritize tasks effectively
• Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical individuals
• Flexibility to adapt to changing priorities and handle multiple support requests simultaneously
• Strong collaboration skills, with the ability to work effectively with cross-functional teams
• Strong experience and expertise in Contentful or comparable headless CMS, including an understanding of its features, capabilities, and best practices
• Detail-oriented with the ability to document troubleshooting steps and create user-friendly support materials