ABOUT THE ROLE:

We are seeking a passionate and detail-oriented Customer Support Specialist who enjoys investigating and problems solving. With continuous training on Technical SEO, in this role you will not only support external customers by answering their questions and resolving issues, but also assist internal teams with ongoing projects and technical challenges.
Additionally, you will oversee the setup and maintenance of client accounts ensuring a smooth customer experience.

MAIN RESPONSIBILITIES:

• Technical Support:

  • Provide expert assistance to clients or our sales team on platform-related inquiries.
  • Conduct investigation and report on bugs to our Product team.

• Account Setup & Onboarding:

  • Oversee the setup and configuration of new client accounts, ensuring all steps are completed efficiently and in line with customer needs.
  • Guide clients through our platform, helping them integrate Oncrawl into their SEO strategies.

• Knowledge Base & Reporting:

  • Identify areas for improvement in our process and knowledge base according to customer feedback, ticket analysis, and market trends.
  • Create reports on activities and recurring platform-related inquiries. Analyse and provide recommendations based on this data.

• Voice of Customer:

  • Provide feedback to our Product Team with feature requests and product enhancements.

• Innovation:

  • Stay up-to-date with market trends and best practices in SEO to ensure our solution remains innovative.

• Interpersonal Skills:

  • Excellent communication and client relationship skills.
  • Team player with the ability to collaborate with various internal departments.

• Personal Qualities:

  • Strong organizational skills and attention to detail.
  • Autonomy and proactivity.
  • Analytical mindset and problem-solving abilities.

• Experience:

  • +2 years proven experience in Customer Support, SEO, or a similar role.
  • Experience in a SaaS environment is a plus.

• Languages:

  • Proficiency in English is required, an additional language is a plus.