Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
The Customer Support Specialist role will work directly with customers providing technical subject matter expertise via phone, chat, and case communication, using recognized tools and processes. In this role, you will investigate, troubleshoot technical issues, and assist with platform configuration, and the utilization of purchased features. This role reports to the Manager of Technical Support.
Strong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone, chat, and case work
Mentorship: Provide leadership and guidance to new team members
Problem Solving: Recognizes obstacles and uses resources to identify solutions.
Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles
Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
Key Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction)
Preferred Work Experience: Assist customers via phone, chat, and cases process to resolve customer questions and issues
Flexibility: Handle requests and customer escalations while maintaining service length objectives
Technical Aptitude: Set up reporting and dashboard using boolean logic and customer requirements
Product Enablement: Enable features and services required for customer product usage
Collaboration: Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issues
Customer Focus: Joins customer calls as technical expert to provide guidance and solutions directly to customers
Consistency: Follows all workflow and best practice solutions to resolve customer requests
Subject Matter Experts: Maintain up to date product knowledge and continue educational training as a subject matter expert
Supporting Materials: Create and edit technical documentation to support customer responses
Peer Support: Mentor peers during onboarding and post-onboarding activities to best support customers
Motivation: Self-starter and team player with the ability to work independently and maintain customer service length objectives
Education: High School Diploma or GED equivalent
Technology Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building tools
Education: BS in Computer Science, Business, Computer Information Systems, or equivalent experience
Technology: Office365, Highspot, ChurnZero, Salesforce.com, Five9, Freshdesk, Experience with Boolean or other coding languages a plus
Work Experience: SaaS, customer service, public relations/communications
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision’s award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter. 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. Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
Originally posted on Himalayas
Customer Service, Customer Support Specialist