Local Enterprise Support Specialist

We build analytics software that gives our users the technical edge towards better marketing on the web. We are dedicated to the future of marketing analytics. We’re obsessed with it. We’ve been at it for over 10 years and we’re in it for the long haul. We’re a leader in our space receiving frequent recognition for our accomplishments (Over the years the list includes:Inc 5000, Deloitte Fast 500 and the Puget Sound Business Journal's fastest growing private companies).

You will never be bored. By working through our customers’ bugs and collaborating with our sales and engineering teams, you’ll help us provide fast resolution times, and build a high quality, delightful product. You’ll handle roughly 30+ customer conversations per day. You’ll help troubleshoot issues with Facebook and Google+ business pages, our API, duplicate listings, and whatever other spicy issues crop up! You'll be working across many different platforms: Firefox, Chrome, Safari, IE, Windows and OSX. You will help drive strategy to make the customer service department more efficient and scalable as our customer base continues to grow. You are creative and passionate about analyzing trends and optimizing business processes. You don’t need to be micromanaged; you find your own projects, set your own deadlines, and do exceptional work without close oversight. Rather than waiting for someone else to take action, you do what it takes to get customer’s issues resolved. You learn things as you go and are open to constantly changing as our tools and business operations change. Lastly, you’re the type of person that doesn’t get easily discouraged. The glass is always half full, and despite tough times and hard problems, you never let customer pain get you down. If you can have hard conversations with customers, spend an hour researching and replicating a nasty bug, and still have a smile on your face at the end of the day, we’re made for each other!

* Provide support to our Local Enterprise customers via phone, email, live chat, webinar, forums, etc. * Work with the Local sales and engineering teams to provide customers with speedy resolutions. * Advocate for our customers by thoroughly documenting their issues and sending reports to our engineering, sales, and product teams. * Identify and propose ways we can make our company better, our customers happier, and our jobs easier. * Create joy and happiness for everyone involved with Moz, including team members, vendors, and customers. * Local SEO and/or account management experience is a definite plus! * Use your HTML, CSS, programming, copywriting, or other unique skills to initiate projects that improve the customer experience.

* Exceptional verbal and written communication skills. There will be a test! * Superior analytical skills and problem-solving ability. * Experience writing bug reports or other technical documents. * Infectious positive attitude with other team members and customers. * Demonstrated ability to resolve conflicts quickly and creatively. * Strong organizational skills, attention to detail and ability to prioritize multiple tasks. * Independent thinker with the ability to recognize where processes can be improved and who to collaborate with to improve them. * Intermediate knowledge of inbound marketing, search engine optimization and HTML. * Passionate about technology and the Internet. * Experience in technical support and/or customer service roles is a major plus. * Experience with customer service software like Intercom, Zuora, Salesforce, Authorize.net, Google Apps, MS Office, Box.net, Docusign, and/or similar applications is a plus. * Experience with Google Analytics and Local SEO