As a Customer Support Specialist, reporting into Support Management, you are working within the
boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer
Experience and our fantastic R&D team.
Essential Duties and Responsibilities
• Reply to customer inquiries via supported communication channels
• Identify, replicate, and report validated product issues to the R&D team
• Identify and log feature requests
• Follow-up on customer inquiries upon issue resolution/feedback from R&D
• Provide outstanding service to our customers via prompt and value-adding interactions over
phone, email and chat
• Take ownership of support tickets and be responsible for funneling them through all process
stages until a resolution has been reached
• Maintain an overview of submitted cases to R&D, and flag internal SLA breaches
• Escalate support cases based on severity levels and associated business risk assessments
• Be an expert on the Brandwatch product suite and its features as they are launched and engage
in feature tests
• Update internal knowledge base with new relevant insights to enhance knowledge sharing
across all support team members
• Participate and contribute to roundtables, calibration and training sessions within support and
cross-functional departments
Minimum Required Qualifications
• Excellent English language skills, written and verbal.
• Highly customer focused; shows a real passion for the customer experience and
customer support industry.
• Driven, self-starter, enthusiastic and with an “ownership” mentality.
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment.
• Able to prioritize workload in line with customer demand.
• Proven experience in a customer-interacting role.
• Ability to collaborate with internal and external partners whilst coordinating key
customer deliverables, ensuring world class customer experience.
• Advanced listening and verbal communication skills to understand customer's needs,
and ability to respond clearly and concisely both verbally and written.
• Enthusiast; strong work ethic with a positive mindset, and can-do attitude.
• Influencing and negotiation skills.
• Team player that appreciates working together for a common goal.
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.
For Individuals based in New York, Illinois, Colorado, Washington, and California, Cision is required to disclose a salary range for this role. This compensation range is specific to these states, however base pay may vary depending on a range of relevant factors.
Top Skills
What We Do
Cision is a leading global provider of earned media software and services to public relations and marketing communications professionals. Cision’s software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 4,800 employees with offices in 24 countries throughout the Americas, EMEA, and APAC.
