Customer Support Advisor

Bengaluru - India

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

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 Advisor reporting to 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

It is expected that you
Provide professional timely and high-quality customer service throughout your engagement with prospects and customers
You are excellent at communication and are able to translate technical terms/causes into a customer-friendly 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 co-workers 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 use-case

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 customer-facing
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 results. PR Newswire a network of over 1.1 billion influencers in-depth 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 award-winning solutions including its next-gen 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 long-term 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 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

Empower your impact at Cision. Be seen be understood be you.

Your performance will be evaluated based on:

Please review ourGlobal Candidate Data Privacy Statementto learn about Cisions commitmentto protecting personal data collected during the hiring process.

Required Experience:

Unclear Seniority