Brandwatch Hiring For Work From Home | Customer Support Advisor | Apply Here !!

Job Roles and Responsibilities:

• Reply to customer queries via supported communication channels.
• Identify, replicate, and report validated product issues to the R&D team.
• Follow up on customer inquiries upon issue resolution/feedback from research and development.
• Provide outstanding service to our customers through prompt and value-adding interactions.
• 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.
• Update the internal knowledge base with new relevant insights on the services.
• Participate and contribute to roundtables, calibration, and training sessions within support and cross-functional departments.

Skills and Requirements:

• Provide professional, timely, and high-quality customer service throughout engagement with prospects and customers.
• Excellent at communication and able to “translate” technical terms/causes into customer-friendly language.
• Report product issues and feature requests according to defined processes, templates, and information requirements.
• Take clear ownership of your cases while collaboratively working on co-workers’ cases in their absence.
• Able to flag risks and detect opportunities throughout interactions with customers, channeling that information to appropriate internal stakeholders.