Job Overview

Our client is seeking a detail-oriented and proactive Website Operations & Monitoring Specialist to act as the first line of defense in maintaining website health for dozens of client sites. In this remote role, you will play a crucial role in ensuring seamless online experiences by working with cutting-edge monitoring tools to identify site issues and streamline operations. By taking on essential support workflows and managing ticket progression, you will allow the core development team to focus on complex technical projects while you build highly valuable skills in digital infrastructure monitoring and professional client communication.

Schedule

• Monday - Friday, 9:00 AM - 6:00 PM PHT, with 1 hour unpaid break (40 hours per week)

Note: Shift options are available for either 9:00 AM - 6:00 PM or 10:00 AM - 7:00 PM Philippine Time.

Responsibilities

• Website Alert Monitoring: Monitor automated website alerts from BlogVault software for pending plugin updates, site bugs, and critical downtime notifications.
• Visual Verification: Perform detailed visual comparisons of before/after screenshots to accurately isolate legitimate system changes from false monitoring alerts.
• Layout Inspections: Conduct rapid visual inspections of live client websites to flag obvious errors such as raw error codes, white pages, or broken formatting layouts.
• Support Ticket Follow-Ups: Follow up on pending support tickets that have been awaiting client responses for 3 or more days by drafting and sending professional reminder messages.
• Queue Optimization: Manage internal ticket flow rules and ensure all client support requests progress appropriately through the tracking system.
• Downtime Verification: Verify whether live website downtime alerts represent genuine hosting issues or basic monitoring system malfunctions.
• Status Tracking: Maintain meticulous tracking files covering active ticket statuses, structural updates, and client communications.
• Technical Escalation: Document and escalate complex technical infrastructure issues swiftly to the development team when standard resolutions are exhausted.

Requirements

• Visual Accuracy: Strong attention to detail tailored for precise visual comparison, inspection, and error detection tasks.
• Linguistic Standard: Excellent written communication skills required to compose professional, clear, and empathetic client follow-up correspondence.
• Technical Literacy: Basic computer skills with a high comfort level navigating websites, web-based interfaces, and new digital applications.
• Autonomy: Demonstrated ability to work independently in a remote environment while following established operational processes consistently.
• Infrastructure Setup: A highly reliable, high-speed remote internet connection and a dedicated, distraction-free home workspace.

Qualifications

• Previous professional experience working with digital ticketing systems or customer support platforms is considered a strong asset.
• Comfort working flexible hours or variable shifts to accommodate diverse client time zones.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.