Customer Support Specialist
Customer Support Specialist
Posted on :
03-05-2025
Employer Active
1 Vacancy
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Job Description
At Cision we believe in empowering every individual to make an impact. Here your voice is heard your ideas are valued and your unique perspective fuels our collective success. As part of our global team youll thrive in an environment that champions curiosity collaboration and innovation all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations your growth is our success and together well create the conversations of tomorrow.
Empower your impact at Cision. Be seen be understood be you.
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.
What youll do:
- 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
- Followup on customer inquiries upon issue resolution/feedback from R&D
- Provide outstanding service to our customers via prompt and valueadding 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 to enhance knowledge sharing
across all support team members - Participate and contribute to roundtables calibration and training sessions within support and
crossfunctional departments
What you have:
- Excellent English language skills written and verbal.
- Highly customer focused; shows a real passion for the customer experience and
customer support industry. - Driven selfstarter enthusiastic and with an ownership mentality.
- Adaptable and ability to thrive in a fastpaced everevolving environment.
- Able to prioritize workload in line with customer demand.
- Proven experience in a customerinteracting role.
- Ability to collaborate with internal and external partners whilst coordinating key
customer deliverables ensuring world class customer experience. - Advanced listening and verbal communication skills to understand customers needs
and ability to respond clearly and concisely both verbally and written. - Enthusiast; strong work ethic with a positive mindset and cando attitude.
- Influencing and negotiation skills.
- Team player that appreciates working together for a common goal.
- Working knowledge of MS Office Suite including Word Excel PowerPoint is required.
As a global leader in PR marketing and social media management technology and intelligence Cision helps brands and organizations to identify connect and engage with customers and stakeholders to drive business Newswire a network of over 1.1 billion influencers indepth monitoring analytics and media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas EMEA and APAC. For more information about Cisions awardwinning solutions including its nextgen Cision Communications Cloud follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity equity and inclusion is vital to driving our culture sparking innovation and achieving longterm success. Cision is proud to have joined more than 600 companies in signing theCEO Action for Diversity & Inclusion pledgeand named a Top Diversity Employer for 2021 .
Cision is proud to be an equal opportunity employer seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race color religion sex gender identity or expression sexual orientation national origin genetics disability age veteran status or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly if reasonable accommodation is required to fully participate in the job application or interview process to perform the essential functions of the position and/or to receive all other benefits and privileges of employment please contact
Please review ourGlobal Candidate Data Privacy Statementto learn about Cisions commitmentto protecting personal data collected during the hiring process.
Required Experience:
Unclear Seniority
Employment Type
Full Time
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