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Customer Support Specialist

Remote: 
Full Remote
Work from: 
India

Cision UK logo
Cision UK Public Relations and Communications Large https://www.cision.co.uk/
1001 - 5000 Employees
See all jobs

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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