Technical Support Specialist
Technical Support Specialist
Posted on :
05-06-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Job Description
At Brandwatch 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.
Job Summary: This role is focused on providing expert technical support to our customers using the Brandwatch platform. The Technical Support Specialist will work closely with the customer support team to troubleshoot and resolve technical issues for our customers. They will also work seamlessly within each area of the platform with ease. This includes identifying and diagnosing problems providing step-by-step solutions and escalating issues as needed to the appropriate team.
Primary Responsibilities:
- Take ownership of customer issues assigned to the Technical Support team
- Provide a high level of guidance to Tier 1 Agents and be the go-to person for
handling complex technical support questions - Act as a technical advisor on occasional account escalations relating to high-profilecustomers of Brandwatch when technical expertise on our team is required.
- Act as the owner of issues escalated by Tier 1 advisors and highlight the severity ofcritical product issues to both Product and Engineering teams as needed
- Identify opportunities for workflow efficiency within the Support team to improvecollaboration with Product and Engineering teams as well as other stakeholders
- Follow up on customer inquiries upon issue resolution/feedback from Product orEngineering with Tier 1 Support Agents and/or with the customer directly whenneeded
- Define internal SLAs on submitted cases to Product and Engineering and flaginternal SLA breaches to Technical Support leadership
- Monitor quality of submitted issue reports and request/add missing information inorder to deliver consistent quality
- Work closely with the Product and Engineering teams and collaborate on tasks andprojects to improve the overall experience of customers and Support Agentsassisting our customers
- Train and coach new Support Agents on highly technical product understandings as well as Technical Support escalation procedures
- Take ownership of Technical Support-related Confluence questions and help build acommunity of experts within Brandwatch
- Update internal knowledge base with new relevant insights to enhance knowledge sharing across all Support Team member
It is expected that you
- Provide professional timely and high-quality customer service throughout yourengagement with customers and internal stakeholders
- Report product issues & feature request accordingly to the defined processestemplates and information requirements and that you deliver consistently on these
parameters - You are an excellent communicator and are able to break-down technicalterms/explanations into a language that is easily understandable both for internal
parties 1st tier Support Agents and if needed customers - 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 Support Management and/or CSMs whenneeded
- You are a product expert and always up to date with the newest release featuresand their use-case and have gained the necessary advanced troubleshootingexpertise required to deliver on 2nd Tier goals and KPIs
- You become an advanced product expert for one or more specific productsections/features and are the source of knowledge and expertise for the respectivesection/feature for the rest of the Support Team
- Ability to work independently or as part of a team and demonstrate leadershipqualities
- Experience in resolving technical issues with a strong focus on customer satisfaction
- Ability to manage and analyse escalations with real-time resolution
- Meet and exceed organisational standards as it pertains to customer satisfactiongoals service level agreements and team metrics
- Take responsibility for tasks and decisions as documented in all processes andproceduresPerformance evaluation based on the following criteria:
- Build out a new internal process including SLAs with the Product and Engineering
teams
Communication skills - both for internal entities and customer-facing
- Product knowledge/advanced product expertise and sharing of that knowledge with
the broader team - Overall resolution time of escalated bugs. Resolution can be defined as a fix from Engineering butcan also be reporting back to the team when a fix is not on theroadmap and defining communication back to the customers in those instances.
- Relationship building within Product CSM and Engineering teams
- Customer satisfaction
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
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
