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Customer Support Specialist

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Cision

18d ago

  • Job
    Full-time
    Entry, Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Chennai
  • Quick Apply

AI generated summary

  • You should excel in customer service, resolve inquiries, log issues/requests, collaborate with teams, and maintain knowledge of products while managing support tickets and internal communications.
  • You will respond to customer inquiries, manage support tickets, report product issues, update the knowledge base, and engage in training sessions while ensuring outstanding service.

Requirements

  • Job Posting: As a Customer Support Specialist, 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

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

FAQs

What is the primary role of a Customer Support Specialist?

The primary role of a Customer Support Specialist is to provide first-tier support to customers, collaborate with technical teams, and ensure prompt and effective responses to customer inquiries.

Which communication channels will I be using to respond to customer inquiries?

You will be responding to customer inquiries via supported communication channels such as phone, email, and chat.

Will I need to escalate customer issues?

Yes, you will need to escalate support cases based on severity levels and associated business risk assessments.

What should I do if I identify a product issue?

If you identify a product issue, you should replicate it and report it to the R&D team for further investigation and resolution.

Is familiarity with the Brandwatch product suite necessary for this role?

Yes, being an expert on the Brandwatch product suite and its features is essential, as you will need to engage in feature tests and support customers with their inquiries.

How will I contribute to the internal knowledge base?

You will update the internal knowledge base with new relevant insights to enhance knowledge sharing across all support team members.

Will I have the opportunity to participate in training sessions?

Yes, you will participate and contribute to roundtables, calibration, and training sessions within the support and cross-functional departments.

What happens to support tickets after they are submitted?

You will take ownership of support tickets, funnel them through all process stages, and follow up on customer inquiries until a resolution has been reached.

Are there any requirements for logging feature requests?

Yes, it is part of your responsibilities to identify and log feature requests based on customer feedback and needs.

How do I handle follow-ups with customers?

You will follow up on customer inquiries upon issue resolution or feedback from the R&D team to ensure customer satisfaction.

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Cision

Marketing & Advertising
Industry
1001-5000
Employees
1867
Founded Year

Mission & Purpose

Cision is a leading global provider of earned media software and services to public relations and marketing communications professionals. Cision’s software allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact. Cision has over 4,800 employees with offices in 24 countries throughout the Americas, EMEA, and APAC.