Customer Support Frontline Specialist APAC Market

Job Description

Hi there!
We are Semrush a global IT company developing our own product a platform for digital marketers. New stars are born here so dont miss your chance. This is our Customer Support Frontline Specialist (APAC Market) role for those who can find a common language with anyone in the world.

Tasks in the role

• Working hours 6:00 AM 2:00 PM GMT 8
• Supporting users by email chats and phone calls.
• Escalate cases chats phone calls and tickets to the Second line according to the case distribution rules and agreements.
• Educate users on the tool answering user questions.
• Provide feedback to developers and management.
• Suggest improvements to existing processes.
• Carry out individual work assignments of their direct supervisor.
• Maintain constant updating of processes features and industry knowledge.
• Adjust to team and company goals and metrics.
• Maintain internal communication with the rest of the Global Customer Support team and other departments/teams.

Requirements

Who we are looking for

• 12 years experience in the Customer Support roles preferably in SaaS or MarTech fields.
• Native/near native written and verbal communication skills in English (2).
• Ability to solve problems fast by looking into the details and doing deep research.
• Excellent time management skills and ability to meet deadlines with no supervision.
• Strong analytical skills.
• Ability to work independently and become a selfproblem solver.

They say there are no perfect candidates but that might well be you if

• You are interested in Digital Marketing.
• You share our common values: Trust because we prefer to speak up and be our true selves; Sense of Ownership because its not worth wasting time on something you dont believe in; and enthusiasm for Constant Changes because we are always looking to make things better

We will try to create all the right conditions for you to work and rest comfortably

• This offer stands for the remote work format. Digital nomadism #wfh call it what you like ;)
• Health insurance coverage.
• Training courses conferences.
• Gifts for employees.

Finally a little more about our company

Weve been developing our product for 15 years and have been awarded G2s Top 100 Software Products Global and US Search Awards 2021 Great Place to Work Certification Deloitte Technology Fast 500 and many more. In March 2021 Semrush went public and started trading on the NYSE with the SEMR ticker.
users in America Europe Asia and Australia have already tried Semrush and over 1000 people around the world are working on its development. The Semrush team is constantly growing.

Semrush is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based upon race religion creed color national origin sex pregnancy sexual orientation gender identity gender expression age ancestry physical or mental disability or medical condition including medical characteristics genetic identity marital status military service or any other classification protected by applicable local state or federal laws. All employment decisions are based on business needs job requirements merit and individual qualifications.