Customer Support Specialist

Coimbra - Portugal

Monthly Salary: Not Disclosed

Posted on: 20 hours 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 Specialist reporting to Support Management you will be part of our first-line support team and work closely with Technical Product Specialists Customer Experience and our R&D teams. Your focus will be on helping customers resolve issues efficiently adopt our software successfully and get real value from our products.

The role

In this role youll play an important part in delivering an excellent customer experience. Youll handle customer questions and issues with care and attention provide clear guidance on our products and services and work closely with internal teams to remove any blockers our customers may face. Your work will directly support customer satisfaction long-term adoption and retention.

What youll be doing

Responding to customer enquiries via phone email and chat
Owning support tickets from first contact through to resolution
Identifying reproducing and reporting confirmed product issues to the R&D team
Logging and tracking feature requests and customer feedback
Following up with customers once issues are resolved or updates are available
Delivering friendly timely and professional customer support
Monitoring cases submitted to R&D and highlighting any SLA risks
Escalating cases appropriately based on severity and business impact
Building strong knowledge of the Cision product suite and newly released features
Contributing to feature testing and sharing insights with the support team
Updating internal documentation and the knowledge base
Taking part in training sessions team meetings and cross-functional discussions
Helping improve customer satisfaction and reduce churn

What were looking for

Were looking for someone who enjoys helping customers and takes pride in doing things well:

A strong customer-first mindset and interest in customer support
Proactive organised and comfortable taking ownership
Able to work well in a fast-paced changing environment
Confident in managing priorities based on customer needs
Previous experience in a customer-facing role
Comfortable working with multiple teams to deliver a great customer experience
Clear and confident communication skills both written and verbal
Positive attitude strong work ethic and willingness to learn
A collaborative team player
Good working knowledge of Microsoft Office (Word Excel PowerPoint)
Fluent English (spoken and written); additional languages are a plus especially Spanish or Italian

What We Offer

Upon joining Cision you will immediately have access to a range of benefits that are fully or partially funded by the company or can be selected at your own cost and form part of your overall benefits package. These benefits include:

Pension Plan
Health Insurance
Life Insurance
Meal Allowance
Employee Assistance Programme (EAP)
Cision Global Charitable Giving Program
Headspace

If this opportunity feels like the right fit for you wed love to hear from you! #LI-FR1 #LI-Hybrid

**Please note that for this position we are only able to consider candidates who are already based in the country of employment**

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 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: