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

Job Roles & Responsibilities:

• Customer Support: Respond to customer inquiries through various supported communication channels including phone, email, and chat.
• Issue Identification and Reporting: Identify, replicate, and report validated product issues to the R&D team.
• Follow-Up: Follow up on customer inquiries upon issue resolution or feedback from R&D.
• Outstanding Service: Provide prompt and value-adding interactions to customers.
• Ticket Management: Take ownership of support tickets and manage them through the resolution process.
• Case Management: Maintain an overview of submitted cases to R&D and flag any internal SLA breaches.
• Escalation Management: Escalate support cases based on severity levels and associated business risk assessments.
• Product Expertise: Become an expert on the Brandwatch product suite and its features, participate in feature tests, and keep up to date with new releases.
• Knowledge Base Updates: Update internal knowledge base with new relevant insights.
• Team Participation: Participate and contribute to roundtables, calibration, and training sessions within support and cross-functional departments.

Skills and Requirements:

• Professional Customer Service: Provide professional, timely, and high-quality customer service throughout engagement with prospects and customers.
• Effective Communication: Excellent communication skills to translate technical terms into a customer-friendly language.
• Issue Reporting: Ability to report product issues and feature requests according to defined processes.
• Ownership and Collaboration: Take clear ownership of your cases and collaborate on co-workers’ cases in their absence.
• Risk and Opportunity Detection: Ability to flag risks and detect opportunities throughout customer interactions, and channel this information appropriately.
• Product Expertise: Be a product expert, staying up to date with the newest release features and their use cases.