This is an exciting opportunity for an experienced & autonomous individual, looking to develop their career within a highly successful, growing tech company.Due to BrightLocal's continued growth we're looking for two Customer Support Executive's to help us to deliver our next phase of growth.Your role is to be responsible for:Supporting our customers via the phone (pre booked conference calls), detailing how to use the platform, troubleshooting support enquiries & onboarding new customersManage, answer and respond to inbound inquiries via live chat, video calls and email from new and existing customersWorking to SLAs and KPIs when dealing with customersAssist in customer support operation strategies and projects.
Providing varied support to your colleagues, as and when needed.Build strong relationships and deliver exceptional service to existing customers to ensure they get value from BrightLocalSuggest & implement improvements to processes under your controlWe're looking for a unique individual who has:A minimum 2 years working in a customer support environment with front line customer service experience using video conferencing, email and live chat channelsExcellent verbal and written communication skills - Great problem solving skills, excellent attention to detail and able to communicate complex information clearly and concisely.Great attention to detailGood knowledge of cloud & business software (e.g.
G Suite)Used to working independently in a fast-paced environmentHas excellent time management skills and can think on their feet and prioritiseHas the ability to confidently build rapport and trust, verbally and in writingThe ability to self manage and motivateA high level of technical experience with softwarePrevious experience in SEO / Digital Marketing customer services preferred but not essentialExperience using Zendesk / Intercom or similar CRM preferred but not essentialExperience working for a SaaS Platform preferred but not essentialIn this role you will work within the Customer Support Team, and work closely with the Customer Success, Business Development, Product & Marketing teams.You will regularly liaise and collaborate with our colleagues in the Philippines, Kyiv & USA, your internal relationships are as important as external ones and you'll need to be a team player and a great communicator to be successful in this role.Shift patterns - Mon-Fri 12-8:30pm - 2 days in the office/3 days wfh*during training the hours will be 9:00-17:30*Person Specification You are positive, friendly and professionalYou have excellent attention to detail and an analytical mindYou are a team player and able to build good relationships with colleaguesYou are passionate about your work and strive to have a positive impact every dayYou are happy to be the 'expert' and educate those around youYou are able to focus on the task at hand in a busy, fast-paced officeYou have the ability to take onboard constructive feedback and apply learningsYou are self-motivated & able to work autonomously on your tasksYou will be confident and skilled in rapport buildingThis role is perfect for someone who is adaptable, flexible, keen to learn and can think on their feet.What you get in returnSalary: CompetitiveBonus: Upto 20% annuallyHybrid Working - We are soon to move into a wonderful new central Brighton officeHoliday: 25 days + bank holidays + your birthday off!Durvet days: 3 duvet days per yearHealthcare: Vitality HealthcareLearning & Development: £1000 per annum personal learning budget + other developmentWho we areFounded in 2009, BrightLocal has grown into a powerhouse name in the world of Local SEO and digital marketing.
We provide invaluable insights and custom fit services to both big and small brands alike.
Enabling businesses to understand, develop, and utilise their Local strategies to help them grow.We live and breathe everything Google and search engine.
We have a very welcoming and talented team we are really proud of, we are protective of our company values and want our teams to love coming to work.In office entertainment includes things like: table tennis, foosball, consoles, food & drink.Headquartered in central Brighton, we have a plethora of tempting lunch choices and convenient transport connections right on our doorstep.