Web Content Specialist (Remote)

Description:

We are HALO! We connect people and brands to create unforgettable, meaningful, and lasting experiences that build brand engagement and loyalty for our over 60,000 clients globally. Our nearly 2,000 employees and 1,000 Account Executives located in 40+ sales offices across the United States are the reason HALO is the global leader in branded merchandise, uniform programs, and recognition and incentive solutions.

HALO is looking for a Web Content Specialist (WCS) acting as front-line technical support responsible for ensuring the reliable operation of HALO’s portfolio of 250+ client webstores built on the company platform. This position diagnoses and resolves store issues, manages support tickets through the PHD (Programs HelpDesk) queue, and serves as the primary technical contact for webstore-related client escalations. The WCS works closely with the Program Implementation, Program Operations, and Data teams, and reports directly to the Web Content and Data Collections Manager.

Responsibilities

Technical Support & Troubleshooting

• Diagnose and resolve webstore issues across checkout, payments, order processing, login/authentication, shipping configuration, product display, and email notifications
• Navigate the company platform backend to inspect store properties, item configurations, and system settings as part of standard diagnostic workflows
• Test and validate store behavior after updates, configuration changes, or platform deployments
• Identify root causes of recurring issues and escalate appropriately to the Team Lead or Senior WCS
• Support integrations with fulfillment (Fourgen), shipping (M3), and payment gateway systems

Ticket Management & SLA Performance

• Manage daily support ticket workload through Jira Service Management (PHD queue), meeting or exceeding established SLA targets (90%+ across all tiers)
• Document resolution steps clearly in each ticket for knowledge transfer and pattern tracking
• Prioritize and triage incoming requests based on client impact and urgency
• Escalate complex or high-impact issues to the Team Lead or Senior WCS per the escalation guide

Webstore Content & Configuration

• Update product information, pricing, images, categories, and site navigation across client webstores
• Apply store property flags and configuration settings that control store behavior
• Use Photoshop and Illustrator to create or modify product images and banner graphics as needed

Client & Team Collaboration

• Communicate professionally with internal stakeholders and client teams regarding issue status and resolution
• Partner with Program Implementation and Program Operations teams on new store launches and configuration changes
• Contribute to team documentation, runbooks, and knowledge base articles in Confluence
• Participate in team training sessions and share resolution knowledge with peers
• Perform other duties as assigned

• High school diploma or equivalent required; Associate’s or Bachelor’s degree in a related field preferred
• Minimum 2 years of experience in webstore support, ecommerce operations, or a technical helpdesk/customer support role
• Experience working with web-based platforms, content management systems, or ecommerce solutions required
• Familiarity with ticketing systems (Jira, Zendesk, or equivalent) strongly preferred
• Previous experience with Shopify, Magento, or similar multi-store platforms a plus

Technical Skills

• Working knowledge of ecommerce platforms, store configuration, and backend administration
• Ability to interpret and act on store property settings, product flags, and configuration files
• Proficiency with Jira Service Management or equivalent ticketing/workflow tools
• Comfort navigating admin backend systems and performing diagnostic lookups
• Basic proficiency in Adobe Photoshop and Illustrator for image creation and editing
• Familiarity with Microsoft Office 365 (Outlook, Teams, Excel, SharePoint)
• Exposure to SQL or database query tools a plus (used for order/customer data lookups)

Professional Skills

• Strong analytical and problem-solving skills — ability to identify root causes, not just symptoms
• Clear written and verbal communication, including the ability to explain technical issues to non-technical stakeholders
• Excellent time management and ability to manage multiple open tickets simultaneously
• Detail-oriented with a commitment to accurate documentation and thorough follow-through
• Adaptable and effective under deadline pressure; able to shift priorities based on client impact
• Collaborative team player with a positive, professional attitude

Compensation: The estimated rate range for this position is between $20.00 - $25.00 hourly. Please note that this pay range serves as a general guideline and reflects a broad spectrum of labor markets across the US. While it is uncommon for candidates to be hired at or near the top of the range, compensation decisions are influenced by various factors. At HALO, these include, but are not limited to, the scope and responsibilities of the role, the candidate's work experience, location, education and training, key skills, internal equity, external market data, and broader market and business considerations.

Benefits: At HALO, we offer benefits that support all aspects of your life, helping you find a work-life balance that’s right for you. Our comprehensive benefits include nationwide coverage for Medical, Dental, Vision, Life, and Disability insurance, along with additional Voluntary Benefits. Prepare for your financial future with our 401(k) Retirement Savings Plan, Health Savings Accounts (HSA), and Flexible Spending Accounts (FSA).

Application Information: To apply to this opportunity, click the APPLY button at the top right or very bottom of the screen to complete our online application. A resume is optional, so you may choose to upload and have the application prefill with your information. There are 5 sections to complete in total, including General information, Work History, Education, Compliance, and optional demographic questions. Once you have successfully submitted your application, you will receive a submission confirmation email from our system.

Application Deadline: Applications are reviewed and processed only when there is a specific need or opportunity, rather than on a fixed schedule or at a set deadline. Because they are reviewed on an as-needed basis, a job posting will be removed once the position has been filled or is no longer available.

More About HALO:

At HALO, we energize our clients' brands and amplify their stories to capture the attention of those who matter most. That’s why over 60,000 small- and mid-sized businesses partner with us, making us the global leader in the branded merchandise industry.

• Career Advancement : At HALO, we’re passionate about promoting from within. Internal promotions have been key to our exponential growth over the past few years. With so many industry leaders at HALO, you’ll have the opportunity to accelerate your career by learning from their experience, insights, and skills. Plus, you'll gain access to HALO’s influential global network, leadership opportunities, and diverse perspectives.
• Culture : We love working here, and we’re confident you will too. At HALO, you’ll experience a culture of ingenuity, inclusion, and relentless determination. We push the limits of possibility and imagination by staying curious, humble, and bold breaking through yesterday’s limits. Diversity fuels our creativity, and we thrive when each of us contributes to an inclusive environment based on respect, dignity, and equity. We hold ourselves to a high standard of excellence with a commitment to results and supporting one another with accountability, transparency, and dependability.
• Recognition : At HALO, your success is our success. You can count on us to celebrate your wins. Colleagues across the company will join in recognizing your milestones and nominating you for awards. Over time, you’ll accumulate recognition that can be converted into gift cards, trips, concert tickets, and merchandise from your favorite brands.
• Flexibility : Many of our roles offer hybrid work options, and we pride ourselves on flexible schedules that help you balance professional and personal demands. We believe that supporting our customers is a top priority and trust that you and your manager will collaborate to create a schedule that achieves this goal.

HALO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We insist on an environment of mutual respect where equal employment opportunities are available to all applicants without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Inclusion is a core value at HALO and we seek to recruit, develop and retain the most talented people.

HALO participates in E-Verify. Please see the following notices in English and Spanish for important information: E-Verify Participation and Right to Work.

HALO is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [email protected]. Please do not use this as an alternative method for general inquiries or status on applications as you will not receive a response. Reasonable requests will be reviewed and responded to on a case-by-case basis.