Customer Support Specialist (f/m/d)

Customer Support Specialist (f/m/d)

(Hybrid in Brno/ Full-time)

About The Company: 

Conductor is the world’s leading SEO platform, helping businesses accelerate organic traffic and revenue growth. Conductor’s technology helps marketers create powerful marketing content to drive high-quality traffic to their site and measure their organic performance. 

We’re a mission-driven company with a commitment to innovation, customer success, and culture. Here, success is improving the lives of all the people in our orbit—our customers, our customers' customers, our employee-owners, and our communities. 

Duties/Responsibilities:

• Respond to customers via email and chat to address inquiries, troubleshoot issues, and resolve problems related to the platform.
• Maintain records of customer interactions, inquiries, and solutions in our Zendesk ticketing system. 
• Create and update customer facing documentation, tutorials, and knowledge base articles to empower users to self-serve where possible.
• Identify and diagnose customer issues and escalate complex or unresolved issues to higher level support.
• Develop and maintain a deep understanding of our Conductor products, features, and capabilities to  guide customers and provide solutions to their inquiries.
• Create or update internal process documentation as needed. 
• Collaborate with the global Support Team and cross functional partners to improve support skills
• May act as an onboarding partner for new hires.

Required Skills/Abilities: 

• High school diploma or equivalent, Bachelor’s preferred
• At least 2 years of prior experience as a Customer Support, or equivalent/comparable role at a SaaS company. 
• High proficiency working with helpdesk software (Zendesk, Gorgias, Intercom, etc) or CRM (Salesforce, HubSpot, etc) is required.
• A working knowledge of SEO principles and/or the ability to learn quickly.
• A customer-focused attitude, encompassing strong customer service skills 
• Demonstrated strong problem solving skills and attention to detail.
• Excellent communication in English (written and oral) and interpersonal skills with the ability to convey complex technical information in a clear manner.

Your benefits:

• Friendly, open-minded and helpful colleagues
• An office in the heart of Brno
• Access to learning platforms like LinkedIn Learning
• Snacks 
• 28 days vacation at the start, 30 days after two years