What are the responsibilities and job description for the Application Support Specialist position at seoClarity?
seoClarity is the technology leader in enterprise Search Engine Optimization (SEO) technology and services. Our technology platform and services help the world’s best and biggest brands optimize their website content so they can be found online and connect to their customers.
The role is an entry-level position into the Technical Support Services team. In this role, you will gain experience supporting some of the world's most recognizable brands that use our marketing platform. This role is the first step in a career journey that can lead to future roles in Technical Support, Sales, Client Success, Product Management, and more.
What you will be DOING:
- Learn all about seoClarity - our SEO platform and how it helps drive success for Enterprises.
- Become an expert on the technical aspects of the platform - how the technology works, how reports are created, what issues can occur and how to troubleshoot the same.
- Become intimately familiar with our standard operating procedures and follow them in resolving requests.
- Answer questions from clients related to features and functionality.
- Troubleshoot basic and intermediate issues submitted by clients by leveraging critical thinking and root cause analysis skills.
- Research answers from our comprehensive documentation or seeking it out in collaboration with peers and dev team.
- Ensure appropriate escalation of issues with complete documentation.
- Drive a high degree of customer satisfaction by maintaining a high rate of communication and collaboration with clients.
- Process large volumes of data using advanced Excel Reports.
- Deliver superior customer service through our ticketing support system and live chat.
- Ensure issues are resolved within established SLAs.
- Work in an open and amazing team environment that is highly collaborative and supportive.
- Document technical processes and procedures utilized by the team and clients.
- Logging, documenting and closing customer requests in accordance with established procedures.
- Ability to process, retain and apply a significant amount of technical information.
- Strong technical skills to analyze issues with online software systems and identify root causes.
- Previous experience in a customer service/support environment is preferred.
- Outstanding verbal and written communication skills.
- Advanced skills in Excel and other data manipulation tools.
- Ability to work in a fast-paced environment with multiple projects under tight deadlines.
- Must be a team player and support others across the entire company.
- Experience with SEO Analytics (i.e. Adobe, CoreMetrics, Google Analytics, etc.) is strongly preferred.
- Experience building websites and/or creating web content is a huge plus.
- Outstanding character, energy, drive, and integrity.
Benefits
- Medical, Dental and Vision Insurance
- 401k plus matching
- Flexible Spending Account (FSA)
- Maternity and Paternity Time Off
- Paid Time-Off
- Paid Holidays
- Hybrid Work Environment
- Employee Volunteer Activities
- Happiness Committee Events
Diversity, Equity, and Inclusion
At seoClarity, we embrace and celebrate our differences. We believe that diverse backgrounds, cultures, abilities, experiences, thoughts, and perspectives lead to more creative problem-solving, better outcomes and a stronger organization. seoClarity is proud to be an equal opportunity employer. We believe all our colleagues share in this commitment to fostering an environment that supports, inspires, and respects all individuals. We seek to recruit, develop, and retain the most talented individuals from all social classes, who also share our beliefs.
At seoClarity, employment is based solely on an individual’s merit and qualifications related to their professional competence. We do not discriminate against any applicant or employee because of race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, mental or physical disability, age, genetic information, military or veteran status, marital status, pregnancy or related conditions, or any other basis protected by law or local ordinance.
Salary : $48,000 - $52,000
