Client Support Specialist

  • Client Management & Consulting

Client Support Specialist

Deine Aufgaben

Searchmetrics, the pioneer and worldwide leader in SEO and Content Marketing to enterprise organizations, partner agencies, and the SME marketplace, is looking for a dynamic and experienced Client Support Specialist to join our team. As a Client Support Specialist, you will work to resolve customer queries, recommending solutions, and guiding product users through features and functionalities. The Client Support Specialist will actively manage the US Support queue via Zendesk and escalate support issues to the Product team via JIRA. This role helps to support our Client Success team by ensuring that customers are achieving the full potential impact of our solutions. Ultimately, you will help maintain our reputation as a company that offers excellent customer support during all sales and post-sales stages of the customer journey.


Responsibilities

  • Assist in providing support via Zendesk to our clients, answering product-related questions, and explaining SEO concepts in a fast-paced environment
  • Troubleshoot problems with our products or client account set-up to arrive at resolutions, escalating where necessary, and maintaining a minimum 90% CSAT score
  • Advise users on resolutions, provide step-by-step guidance, and direct users to take specific actions to define and solve problems
  • Work closely with cross-functional teams to resolve issues or concerns
  • Respond to customer support tickets in a timely and accurate manner
  • Identify customer needs and help customers use and understand product features
  • Analyze and report product issues and bugs by testing scenarios and impersonating end users
  • Share feature requests with the Product and Client Success teams
  • Provide analytical support to members of the Client and Account Management team as needed
  • Participate and contribute to team meetings, creating awareness around technical and support-related issues

Dein Profil

Requirements

  • 2+ years’ continuous experience as a Client Support Specialist or similar Client Success role in a technology platform environment; familiarity with the SEO/Content Marketing industry is a plus
  • Experience using Zendesk, JIRA, and Microsoft Office products
  • Excellent communication and problem-solving skills
  • Ability to multitask
  • Patience when handling tough cases and/or frustrated customers
  • Highly organized with superb time management skills
  • Can organize and prioritize workload to meet deadlines
  • Able to work well under pressure in a multinational company


Benefits

Searchmetrics offers an exciting and challenging opportunity where creativity is required and will be rewarded. You will be part of a high-performing team playing a pivotal role in Searchmetrics’ success. In addition to an attractive earning potential and developmental opportunities in a vibrant environment, you can expect to be part of a dynamic and driven team. 


We also provide:

  • Very competitive medical, dental, vision, STD/LTD, and other insurances
  • Performance-based bonuses
  • 401(k) employer-matching contribution
  • Commuter benefits (COVID-19 restrictions dependent)
  • Training and development programs
  • Career opportunities in a rapidly growing company
  • Crunch gym membership (COVID-19 restrictions dependent)
  • Weekly in-office catered team lunch, snacks, and beverages (COVID-19 restrictions dependent)
  • Team outings (COVID-19 restrictions dependent)
  • Additional perks based on career level and work location