Customer Support Advisor

Brandwatch a Cision product empowers over 5000 of the world’s most admired companies to understand and engage with customers at the speed of social.

Combining pioneering AI-enriched digital consumer intelligence with industry-leading social media management tools Brandwatch offers a complementary suite of specialized best-in-class products and services that support intelligently connected workflows. With Brandwatch brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

Operating and serving clients the world over Brandwatch has 17 offices across the globe and more than 1000 employees worldwide.

As a Customer Support Advisor reporting into 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 according 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:

• Adherence to Customer Support's Service Level Agreement across all channels for customer inquiries

• 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

If you’ve found our job opportunity interesting but you don’t meet all of the requirements it’s still worth applying. We’d love to hear from you!

At Cision we're revolutionizing the way brands connect with their audiences. We provide PR marketing and social media professionals with the tools they need to excel in today's data-driven world enabling them to see and be seen understand and be understood by the audiences that matter most. Our deep expertise exclusive data partnerships and award-winning products including CisionOne Brandwatch and PR Newswire empower over 75000 companies and organizations including 84% of the Fortune 500 to achieve their goals.

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 the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com .

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 individuals. In 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 hr.support @cision.com

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