Customer Support Specialist

Cision


Date: 3 days ago
City: Remote, Remote
Contract type: Full time
Remote
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

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