Customer Support Specialist (f/m/d)

(Hybrid in Brno/ Full-time)

About The Company: 

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

Were a mission-driven company with a commitment to innovation, customer success, & culture. Here, success is improving the lives of all the people in our orbitour customers, our customers' customers, our employee-owners, & our communities. 

Duties/Responsibilities:

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

Required Skills/Abilities: 

• High school diploma or equivalent, Bachelors 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 & oral) & interpersonal skills with the ability to convey complex technical information in a clear manner.

Your benefits:

• Friendly, open-minded & 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