CisionOne, Customer Support Associate, CX Comms Cloud, Americas,

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.
Essential Duties and 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 to enhance knowledge sharing
across all support team members
• Participate and contribute to roundtables, calibration and training sessions within support and
cross-functional departments
Minimum Required Qualifications
• Excellent English language skills, written and verbal.
• Highly customer focused; shows a real passion for the customer experience and
customer support industry.
• Driven, self-starter, enthusiastic and with an “ownership” mentality.
• Adaptable and ability to thrive in a fast-paced, ever-evolving environment.
• Able to prioritize workload in line with customer demand.
• Proven experience in a customer-interacting role.
• Ability to collaborate with internal and external partners whilst coordinating key
customer deliverables, ensuring world class customer experience.
• Advanced listening and verbal communication skills to understand customer's needs,
and ability to respond clearly and concisely both verbally and written.
• Enthusiast; strong work ethic with a positive mindset, and can-do attitude.
• Influencing and negotiation skills.
• Team player that appreciates working together for a common goal.
• Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.