As a Customer Support Specialist, reporting to Support Management, you will be part of our first-line support team and work closely with Technical Product Specialists, Customer Experience, and our R&D teams. Your focus will be on helping customers resolve issues efficiently, adopt our software successfully, and get real value from our products.
The role
In this role, you’ll play an important part in delivering an excellent customer experience. You’ll handle customer questions and issues with care and attention, provide clear guidance on our products and services, and work closely with internal teams to remove any blockers our customers may face. Your work will directly support customer satisfaction, long-term adoption, and retention.
What you’ll be doing
- Responding to customer enquiries via phone, email, and chat
- Owning support tickets from first contact through to resolution
- Identifying, reproducing, and reporting confirmed product issues to the R&D team
- Logging and tracking feature requests and customer feedback
- Following up with customers once issues are resolved or updates are available
- Delivering friendly, timely, and professional customer support
- Monitoring cases submitted to R&D and highlighting any SLA risks
- Escalating cases appropriately based on severity and business impact
- Building strong knowledge of the Cision product suite and newly released features
- Contributing to feature testing and sharing insights with the support team
- Updating internal documentation and the knowledge base
- Taking part in training sessions, team meetings, and cross-functional discussions
- Helping improve customer satisfaction and reduce churn
What we’re looking for
We’re looking for someone who enjoys helping customers and takes pride in doing things well:
- A strong customer-first mindset and interest in customer support
- Proactive, organised, and comfortable taking ownership
- Able to work well in a fast-paced, changing environment
- Confident in managing priorities based on customer needs
- Previous experience in a customer-facing role
- Comfortable working with multiple teams to deliver a great customer experience
- Clear and confident communication skills, both written and verbal
- Positive attitude, strong work ethic, and willingness to learn
- A collaborative team player
- Good working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Fluent English (spoken and written); additional languages are a plus, especially Spanish or Italian
What We Offer
Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company or can be selected at your own cost and form part of your overall benefits package. These benefits include:
- Pension Plan
- Health Insurance
- Life Insurance
- Meal Allowance
- Employee Assistance Programme (EAP)
- Cision Global Charitable Giving Program
- Headspace
If this opportunity feels like the right fit for you, we’d love to hear from you! #LI-FR1 #LI-Hybrid
**Please note that for this position we are only able to consider candidates who are already based in the country of employment**
Top Skills
What We Do
Brandwatch is the world’s leading digital consumer intelligence company, allowing users to analyze and utilize conversations from across the web and social media.
It is the perfect platform to make sense of your consumers, their needs, wants, and interests.
With official access to Twitter, Reddit, and Tumblr's firehose, plus data coming from 100 million other sites, our historical archive includes over a trillion conversations, with 501 million new ones added every day.
Our platform then combines queries and AI to help you parse and analyze the data that's useful to you. From there it can be chopped, sliced, and combined to find insights you can put into action.
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