Posted 2 weeks ago

Digital Marketing Support Analyst

Company: Easterseals
Category: Digital Marketing


Type: Full Time
Easterseals is seeking a Digital Marketing Support Analyst to join their team. Responsibilities
Top priorities
  • Provide the highest level of customer support for Easterseals online properties, including affiliate websites. Investigate, resolve, and respond to website inquiries from constituents, affiliate staff, donors and Easterseals internal staff. Serve as the primary line of online technical support for affiliate and national staff, and for online events. Manage the Easterseals online support queue including workflow, tracking, documentation, customer response and the escalation of tickets. [50%]
  • Ensure web reporting and analytic support including dashboard reporting. [25%]
  • Leverage knowledge of front-end web development technologies to provide tools and solutions for the Easterseals Online Network. [25%]
Hybrid Overview of responsibilities
Develop and manage online customer support queue tracking and workflow collaborating with stakeholders to support the development, implementation, and analysis of customer feedback initiatives to determine consistent and measurable feedback of online metrics.
  • Serve as the primary line of support and training for online platforms.
  • Ensure technical guidance working collaboratively with Easterseals affiliate organizations.
  • Proactively identify and address gaps in training and communications for affiliate and national staff.
  • Implement solutions and develop new reports; streamline reporting for digital marketing platforms.
  • Set and measure customer service quality standards including prioritization and response time.
  • Respond to online constituent support requests and escalate to members of the team as necessary.
  • Oversee testing and quality assurance as assigned for all online initiatives.
  • Manage the event manager and website administrator accounts for internal and external stakeholders.
  • Support event managers and coordinators through the life cycle of events; manage email audiences, segmentation, and reporting as required.
  • Assist with online donation management, including processing refunds, reallocating gifts, and responding to donor inquiries as needed.
  • Perform administrative functions documenting technical issues, bugs, and processes.
  • Collaborate with affiliates and key stakeholders to identify opportunities for website enhancements.
  • Contributes to an organizational culture of innovation and exemplary performance.
  • Other duties may be assigned as duties increase and for professional growth.