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

• Supporting users by email chats and phone calls.
• Escalate cases chats and phone call 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 his/her 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

• Native/near native written and verbal communication skills in fluent English (2).
• Bachelors degree required preferably in Business Marketing Communications IT or other related fields.
• 1 year of proven customerfacing experience preferably in SaaS.
• Ability to solve problems quickly by looking into the details.
• 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

• Speak an additional language (German/Portuguese/Italian/French/Spanish)
• 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

A bit about the team

You can get to know the team better at one of the interviews but some brief information about future colleagues will be useful now.

Customer Support Frontline Team helps clients navigate through the website find relevant information and solve the most common requests that are not related to product troubleshooting via live chat email and phone.

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

• Working hours: 7/8 am 3/4 pm CET (TuesdaySaturday shift).
• Work format Choice: Its up to you to decide what work format works best for you. You can #wfo #wfh or mix both.
• Lunch snacks and coffee at the office.
• Corporate events.
• Unlimited PTO.
• Hobby benefit.
• Training courses conferences.
• English 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.