Job Description
At BrightEdge, we connect people to meaningful experiences. Our mission is to inspire and deliver the best performance for our Customers by becoming an integral part of the digital experience. As the industry pioneer behind Content Performance Marketing, BrightEdge has thoroughly redefined the concept of search engine optimization (SEO) by developing an award-winning platform that precisely measures and optimizes marketing content across online channels. BrightEdge has emerged as the leading international provider of cloud-based SEO Enterprise solutions due to its dynamic and results oriented entrepreneurial culture.
As a Customer Support Analyst 1 (CSA) you will be responsible for working directly with BrightEdge Customers, ensuring they maximize value from our products. As a valued Customer and trusted advisor, you will strive to deliver a human and helpful Support Experience through creative problem-solving, a consultative approach, and a deep and thorough knowledge of the BrightEdge platform.
In this role, you will:
-Develop a deep knowledge of the BrightEdge platform to remove technical barriers for our Customers and help them navigate a variety of tools within BrightEdge
-Partner with Customers to effectively resolve issues through phone, chat, and email communications, adapting to fluctuations in the volume of incoming inquiries
-Partner with our product and engineering teams to identify and diagnose software issues to fix and improve the product experience for our Customers
-Communicate thoughtful, empathetic, and complete resolutions tailored to each Customer’s unique needs
-Collaborate cross-functionally within BrightEdge to more deeply engage Customers and improve the overall Customer experience
-Show composure, resilience, and flexibility in BrightEdge’s fast-paced ever-changing environment, and advocate for evolving Customer needs
-Serve as a role model and trusted advisor on the team, showcasing ownership of even the most complex and sensitive issues
We are looking for people who:
Are passionate about delivering a great Customer experience
Have a demonstrated history of academic and professional excellence
Have a strong interest in digital marketing
Find creative problem-solving challenging and rewarding
Are self-motivated, intellectually curious, and emotionally resilient
Can thrive in a dynamic and collaborative environment and are comfortable with ambiguity
Can take ownership of challenging scenarios and bring them to a successful resolution
Have a clear, professional, and informative communication style
Have experience with, or are interested in, building technical skills related to HTML, CSS, APIs, Google Analytics, and Adobe Analytics
Can autonomously troubleshoot and further investigate to fix a problem
Are interested in growing into higher-profile, Customer-facing roles
There is no map here. We need mapmakers.
About BrightEdge
BrightEdge is widely recognized as a global leader in SEO and Digital marketing. The most innovative customers across more than 80 countries trust BrightEdge to modernize their Digital Marketing stack for today’s digital world. We are helping thousands of organizations, including many of the world’s largest companies, transform their businesses and drive more revenue.
