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Customer Support Specialist

Remote: 
Full Remote
Work from: 
India

Offer summary

Qualifications:

Experience in customer support role, Strong communication skills, Ability to identify and log issues, Familiarity with tech products.

Key responsabilities:

  • Respond to customer inquiries
  • Log product issues for the RD team

Cision UK logo
Cision UK Public Relations and Communications Large https://www.cision.co.uk/
1001 - 5000 Employees
About Cision UK
Cision is a comprehensive consumer and media intelligence and communications platform enabling public relations, marketing and communications professionals around the world to understand, influence and amplify their stories. As the market leader, Cision enables the next generation of leaders to strategically operate in the modern media landscape where company success is directly impacted by public opinion. Cision has offices in 24 countries through the Americas, EMEA and APAC, and offers a suite of best-in-class solutions, including PR Newswire, Brandwatch, CisionOne and Cision Insights. To learn more, visit www.cision.co.uk.
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Job description

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. 

Primary 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 in order to enhance knowledge sharing across all support team members
  • Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments

    • Required profile

    Experience

    Industry :
    Public Relations and Communications
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Product DefectBrandWatch

    Other Skills

    • Customer Service
    • Communication
    • Problem Solving
    • Customer Service
    • Teamwork
    Are you interested?

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