Technical Support Specialist

Job Summary: This role is focused on providing expert technical support to our cust

omers using the Brandwatch platform. The Technical Support Specialist will work closely with the customer support team to troubleshoot and resolve technical issues for our customers. They will also work seamlessly within each area of the platform with ease. This includes identifying and diagnosing problems, providing step-by-step solutions, and escalating issues as needed to the appropriate team.

Primary Responsibilities

• Take ownership of customer issues assigned to the Technical Support team
• Provide a high level of guidance to Tier 1 Agents and be the go-to person for
  handling complex technical support questions
• Act as a technical advisor on occasional account escalations relating to high-profile customers of Brandwatch, when technical expertise on our team is required.
• Act as the owner of issues escalated by Tier 1 advisors and highlight the severity of critical product issues to both Product and Engineering teams as needed
• Identify opportunities for workflow efficiency within the Support team to improve collaboration with Product and Engineering teams, as well as other stakeholders
• Follow up on customer inquiries upon issue resolution/feedback from Product or Engineering with Tier 1 Support Agents and/or with the customer directly when needed
• Define internal SLAs on submitted cases to Product and Engineering, and flag internal SLA breaches to Technical Support leadership
• Monitor quality of submitted issue reports, and request/add missing information in order to deliver consistent quality 
• Work closely with the Product and Engineering teams and collaborate on tasks and projects to improve the overall experience of customers and Support Agents assisting our customers
• Train and coach new Support Agents on highly technical product understandings, as well as Technical Support escalation procedures
• Take ownership of Technical Support-related Confluence questions and help build a community of experts within Brandwatch 
• Update internal knowledge base with new relevant insights to enhance knowledge sharing across all Support Team member

It is expected that you

• Provide professional, timely and high-quality customer service throughout your engagement with customers and internal stakeholders
• Report product issues & feature request accordingly to the defined processes, templates, and information requirements, and that you deliver consistently on these
  parameters
• You are an excellent communicator and are able to “break-down” technical terms/explanations into a language that is easily understandable both for internal
  parties, 1st tier Support Agents and, if needed, customers
• Take clear ownership of your cases, while yielding collaborative work on your coworkers’ cases in their absence
•  Are able to flag risks and detect opportunities throughout your interactions with customers, and channel that information to Support Management and/or CSMs when needed
• You are a product expert, and always up to date with the newest release features and their use-case, and have gained the necessary advanced troubleshooting expertise required to deliver on 2nd Tier goals and KPIs
• You become an advanced product expert for one or more specific product sections/features and are the source of knowledge and expertise for the respective section/feature for the rest of the Support Team
• Ability to work independently or as part of a team and demonstrate leadership qualities
• Experience in resolving technical issues with a strong focus on customer satisfaction
• Ability to manage and analyse escalations with real-time resolution
• Meet and exceed organisational standards as it pertains to customer satisfaction goals, service level agreements, and team metrics
• Take responsibility for tasks and decisions as documented in all processes and procedures Performance evaluation based on the following criteria:
• Build out a new internal process, including SLAs, with the Product and Engineering
  teams

Communication skills - both for internal entities and customer-facing

• Product knowledge/advanced product expertise and sharing of that knowledge with
  the broader team
• Overall resolution time of escalated bugs. Resolution can be defined as a fix from Engineering but can also be reporting back to the team when a fix is not on the roadmap and defining communication back to the customers in those instances.
• Relationship building within Product, CSM and Engineering teams
• Customer satisfaction