Technical Support Specialist (US)
DeepCrawl
- Closing: 6:30pm, 14th Jan 2022 EST
Job Description
Hey, thanks for checking out the Technical Support Specialist role at Deepcrawl.
At Deepcrawl, we empower the world’s leading brands to harness their full revenue potential through the one initiative most businesses overlook – technical SEO.
Our vision is to empower businesses to bring SEOs, marketers, and engineers closer together, connecting the dots between often siloed SEOs and the wider business, and converging business operations to improve their website performance.
Our SaaS Technical SEO platform is used every day by thousands of enterprise businesses as well as all six major global group advertising agencies – including leading brands like Adobe, eBay, Microsoft, Twitch, Canva, and Paypal. And the number of brands using Deepcrawl is growing every day!
This is where you come in. To help drive our growth we’re looking for agile, ambitious folks with a strong growth mindset to join our team.
Overview of the role
Develop deep expertise in Deepcrawl’s cutting edge products
Investigate and resolve technical issues raised by clients or client facing teams
Support technical implementation and integration of Deepcrawl's products
Respond to customer queries in a timely and accurate manner via email, chat or phone
Identify customer needs and helping customers use specific features
Help resolve account admin and finance related issues
Analyze and report product bugs and malfunctions
Key Outputs
Solve customer queries in a timely way through email, phone or chat by:
Applying technical expertise in the tools and features of DeepCrawl;
Bringing a helpful, problem solving attitude to all issues clients raise;
Being the face of the brand, maintaining attention to detail, language and tone.
Supporting internal DeepCrawl functions by:
Serving as a liaison between Product and commercial teams
Applying deep product knowledge to help troubleshoot questions about data in DC’s apps
Providing feedback to Product based on work supporting clients and commercial teams
Performance indicators
Complete DeepCrawl Foundations certification programme within the first 2 weeks
Deliver 3 internal product demos in the first month
Become the primary source of all technical product issues within 6 months
Key Experience
2+ years of experience working on a support team
Experience with a technical SaaS product
Using various support channels: email, phone, chat
Identifying and reporting bugs
Experience in international work environment
Experience working in a team-oriented, collaborative environment
Key Knowledge
Excellent written and spoken level of English
Basic knowledge about web development (HTML, CSS, JS, etc) and general SEO
Troubleshooting skills
Demonstrated problem-solving skills, structured approach, and accuracy
Knowledge of customer service principles and practices
Why work for DeepCrawl?
We’re an innovative and fast growing start-up
Funding from a prominent Venture Capital firm
An international business, with clients all over the world and offices across London, New York City and Krakow
Flexible working from home & remote working policy
Annual personal training budget
401k
Paid caregiver leave
Comprehensive private healthcare cover (Deepcrawl covers 100% of premiums for you and your dependents)
Paid caregiver leave
1 paid volunteering day per quarter
2 paid personal days per year
20 days of PTO
Summer hours (July-August)
Company option shares participation
Regular team building activities and perks
Newest hardware
DeepCrawl is an equal opportunity employer and we are committed to providing an environment of mutual respect where equal opportunities are available to all applicants. At Deepcrawl we celebrate diversity and are committed to creating an inclusive environment for all employees. If you’re looking for an exciting opportunity to work with a fast-growing and innovative tech company, then please apply through the enclosed link. Please note only applicants that complete the Applied process will be considered.
Removing bias from the hiring process
Applications closed Fri 14th Jan 2022
Removing bias from the hiring process
- Your application will be anonymously reviewed by our hiring team to ensure fairness
- You’ll need a CV/résumé, but it’ll only be considered if you score well on the anonymous review
Applications closed Fri 14th Jan 2022