Customer Support Frontline Specialist Customer Support Frontline Americas Team

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 role for those who are goal and successoriented.

Tasks in the role

• Manage a high volume of inbound phone calls live chats screenshare and/or emails while working independently.
• Resolve customer issues with effective written and verbal communication skills indepth product knowledge and compliance with internal processes.
• Educate users on the various tools offered by Semrush during individual cases and occasional training sessions.
• Maintain working knowledge of Semrush products and digital marketing industry (web design SEO PPC social media content marketing etc).
• Maintain extensive knowledge of Semrush billing practices and account policies.
• Work with team to identify and work towards both personal and department goals.
• Recommend potential products or services to the development teams by collecting customer feedback and analyzing customer needs.
• Communicate frequently with the rest of the Global Customer Support team and other departments/teams.

Requirements

Who we are looking for

• Bachelors degree required preferably in Business Marketing Communications IT or other related fields.
• 1 year of proven customerfacing experience experience with a SaaS company is a plus.
• Excellent or nearnative written and verbal communication skills with the English language.
• Excellent time management skills and ability to meet deadlines with little supervision.

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

• You are familiar with the digital marketing industry (web design SEO PPC social media content marketing etc).
• You have foundational knowledge of basic web coding languages (HTML CSS and Javascript).
• You have some experience with Salesforce Intercom and Ring Central for customerfacing communication.
• You have experience with Mac OS Slack and Google Suite (Drive Docs Sheets Forms etc) for internalfacing communication.
• 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

Monday to Friday shift from 12:00 pm to 9:00 pm with two days off (Saturday and Sunday).

• Work format Choice: Its up to you to decide what work format works best for you. You can #wfo #wfh or mix both.
• Flexible working day start.
• Psychologist consultations.
• Breakfast snacks and coffee at the office.
• Corporate events.
• Multisport card and compensation for hobby expense (EmployeeFamily).
• Unlimited PTO.
• Hobby benefit.
• Training courses conferences.
• English and Czech courses.
• 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.