Enterprise Product Support Specialist (SEO)

TL;DR

Enterprise Product Support Specialist (SEO): Assisting Enterprise customers with product-related inquiries across multiple communication channels with an accent on technical troubleshooting and cross-functional collaboration. Focus on investigating reported issues, validating product behavior, and driving timely resolutions for high-value clients.

Location: Belgrade. Working hours: 2 PM to 10 PM CET, Monday to Friday.

Company

hirify.global is a leading brand visibility platform that provides AI-driven insights across SEO, content marketing, and paid media to empower marketers globally.

What you will do

• Provide accurate and efficient support to Enterprise customers via email, support tickets, live chat, and video meetings.
• Troubleshoot complex product issues and guide customers through advanced functionality.
• Collaborate with Developers, Product Managers, and Customer Success Managers to deliver high-quality solutions.
• Lead customer-facing troubleshooting and escalation calls to investigate and validate product behavior.
• Document investigation findings and share customer trends to drive continuous product and process improvements.

Requirements

• Must be available to work from 2 PM to 10 PM CET, Monday to Friday.
• Strong verbal and written communication skills for professional interaction with Enterprise stakeholders.
• Technical proficiency with CRM systems, ticket management platforms, and live chat software.
• Knowledge of digital marketing concepts, including SEO, Technical SEO, Content, and Analytics.
• Strong problem-solving skills with the ability to analyze complex cases considering technical and business impact.
• Customer-centric mindset with patience and a solution-oriented approach to complex use cases.

Nice to have

• Proficiency in Excel for analyzing billing data and managing reports.
• Experience with Salesforce, Intercom, or Slack.
• Prior experience in a Technical Support or Customer Support role.
• Basic knowledge of general digital marketing strategies.
• A mindset geared towards identifying inefficiencies and improving workflows.

Culture & Benefits

• Unlimited PTO.
• Budget allowance for hobbies and team building.
• Employee Support Program and financial aid for loss of family members.
• Access to Employee Resource Groups.
• Inclusive environment with strong DEI commitments.

Hiring process

• Resume review by the Talent Acquisition team with feedback typically provided within three working days.
• In-depth interviews focused on professional background, work style, and personality fit.
• Interviews are conducted via video call; candidates are required to use a laptop/desktop and have their camera on.