Customer Support Advisor

6 Days ago • All levels

About the job

Summary_{By Outscal}

Brandwatch seeks a Customer Support Advisor to provide exceptional service to clients. Must-haves include excellent communication, problem-solving, and the ability to translate technical information effectively. Experience with social media management tools is a plus.

Brandwatch, a Cision product, empowers over 5,000 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 1,000 employees worldwide.

We are looking for a service-minded and driven full-time Customer Support Advisor to join our Customer Support Team for Social Media Management at Brandwatch office in Sofia.

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.

What you'll do:

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

What you'll have:

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 accordingly 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

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 75,000 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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