Customer Support Advisor
Customer Support Advisor
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
As a Customer Support Advisor 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
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 in order to enhance knowledge sharing across all support team members
Participate and contribute to roundtables calibration and training sessions within support and crossfunctional departments
It is expected that you:
Provide professional timely and highquality customer service throughout your engagement with prospects and customers
You are excellent at communication and are able to translate technical terms/causes into a customerfriendly language
Report product issues & feature requests accordingly to the defined processes. templates and information requirements
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 the appropriate internal stakeholders.
You are a product expert and always up to date with the newest release features and their usecase
Your performance will be evaluated based on:
Support quality metrics (e.g. Tone of Voice Ticket handling etc.)
Customer Satisfaction rating
Your communication skills both for internal entities and customerfacing
Product knowledge and other core competencies
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.
Required Experience:
Unclear Seniority
Employment Type
Advisor
