Hi there!
We are Semrush, a global IT company developing our own product - a platform for digital marketers.
And this is our Customer Support Specialist role for those who can find a common language with anyone in the world.
Tasks in the role

• Manage a high volume of inbound phone calls, live chats, and emails while working independently
• Resolve customer issues with effective written and verbal communication skills, in-depth product knowledge, and compliance with internal processes
• Conduct in-depth technical troubleshooting of the Semrush software with customers
• Conduct occasional 1 on 1 training sessions with customers
• Maintain up-to-date knowledge of the Semrush core product and digital marketing industry (web design, SEO, PPC, social media, content marketing, etc)
• Maintain working knowledge of Google web products (Analytics, Search Console, Data Studio)
• 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

Who we are looking for

• Bachelor's degree required, preferably in Business, Marketing, Communications, IT or other related fields
• 1 year of proven customer-facing experience - experience with a SaaS company is a plus
• Excellent written and verbal communication skills with the English language
• Excellent time management skills and ability to meet deadlines with little supervision
• Familiarity with the digital marketing industry (web design, SEO, PPC, social media, content marketing, etc)
• During initial 4 week onboarding, must work Mon-Fri 10am-6pm EST. After onboarding, you will change to your predefined shift. For more clarity, please discuss with the recruiter or hiring manager about specific needs at time of hiring

Good to Haves

• Foundational knowledge of basic web coding languages (HTML, CSS, and Javascript)
• Experience with Salesforce, Intercom, and Ring Central for customer-facing communication
• Experience with Mac OS, Slack, and Google Suite (Drive, Docs, Sheets, Forms, etc) for internal-facing communication

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

• Medical, Dental and Vision Care
• 401(k) plan with Dollar for Dollar company match up to 3% and an additional 50% match on the next 2% you contribute- for a total of 4% company matching funds- EMPLOYER CONTRIBUTIONS ARE FULLY VESTED FROM DAY ONE!
• Employee stock purchasing program
• Short Term & Long Term Disability
• Life Insurance
• Free snacks and drinks in-office

Semrush is a leading online visibility management SaaS platform that enables businesses globally to run search engine optimization, pay-per-click, content, social media and competitive research campaigns and get measurable results from online marketing. We've been developing our product for 13 years and have been awarded G2's 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. 10,000,000+ users in America, Europe, Asia, and Australia have already tried Semrush, and over 1,000 people around the world are working on its development. The Semrush team is constantly growing.
Our new colleague, we are waiting for you!
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.
Kayla
Talent Acquisition Specialist
[email protected] content_copy Copy