We are Semrush, a global IT company developing our own product – a platform for digital marketers. New stars are born here, so don’t 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.
Who we are looking for:
- 1-2 years experience in the Customer Support roles, preferably in SaaS or MarTech fields.
- Native/near native written and verbal communication skills in English (С2).
- 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 self-problem 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 it’s not worth wasting time on something you don’t 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.