Web Support Specialist I

Web Support Specialist I

Chennai, India

Are you energized by using AI to solve technical challenges and support clients in optimizing 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.

What you bring to the table:

• 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.

About Vendasta

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

Perks:

Join the Vendasta team, where your well-being and growth come first. Step into a workplace that blends competitive health benefits with true flexibility, including flex time and an annual work-from-anywhere policy. Take ownership of your future with our Employee Options Program, and enjoy the little things, like daily snacks, a vibrant cafeteria, and catered Friday lunches at our offices. Invest in your growth through education reimbursement, in-house learning opportunities, and a suite of leadership development programs. We're driven by our values; Drive, Innovation, Respect, and Agility, and it shows in everything we do. Give back through community initiatives and volunteer opportunities, and build more than just a career, build a life you love. At Vendasta, you'll find the support, the challenge, and the culture to thrive. Discover your potential. Make an impact. Grow with us.

Discover your potential. Build something that matters.

Help us lead the AI revolution from right here in Chennai.