About the Company

As a global leader in public relations, marketing, social media management technology and intelligence, Cision empowers brands and organizations to identify, connect, and engage with their target audiences, driving impactful business results. Our premier suite of solutions includes PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring capabilities, advanced analytics, and our Brandwatch and Falcon.io social media platforms. Cision operates with offices in 24 countries across the Americas, EMEA, and APAC regions. For more information regarding Cision’s award-winning solutions, including the next-generation Cision Communications Cloud®, please visit www.cision.com and follow @Cision on Twitter.

Job Description

The Customer Support Specialist I will work directly with customers, delivering technical expertise and guidance via phone, chat, and documented case communication, utilizing established tools and processes. This role entails investigating and troubleshooting technical issues, assisting with platform configuration, and facilitating the effective utilization of purchased features. The Customer Support Specialist I will report directly to the Manager of Technical Support.

Responsibilities

• Strong Oral and Written Communication: Possess the ability to effectively troubleshoot and guide customers through the full spectrum of support services, including phone, chat, and detailed case documentation.
• Mentorship: Offer guidance and mentorship to newly onboarded team members, facilitating their integration and success.
• Problem Solving: Identify and analyze obstacles, leveraging available resources to develop and implement effective solutions.
• Time Management: Demonstrate the efficient use of time, effectively distinguishing between priorities and managing tasks with minimal supervision.
• Collaboration: Communicate effectively with various levels within customer organizations to provide guidance and troubleshoot issues related to the configuration and utilization of Cision products and services. Actively collaborate with other Cision departments, such as Sales, to improve customer relationships and refine existing processes. Maintain current knowledge of functional areas and emerging industry trends.
• Adaptability: Demonstrate the ability to rapidly adapt to new information, changing conditions, or unexpected challenges.
• Professionalism: Embrace learning from mistakes and utilize gained knowledge for self-improvement. Consistently deliver on promises in a timely manner and uphold all commitments.
• Key Performance Indicator: Measurable outcomes tied to specific role responsibilities are directly correlated with Customer Satisfaction (CSAT) scores.

Qualifications

• Preferred Work Experience: Experience assisting customers via phone, chat, and case processes to effectively resolve customer inquiries and issues.
• Flexibility: Possess the ability to effectively handle customer requests and escalations while adhering to established service length objectives.
• Technical Aptitude: Demonstrate proficiency in setting up reports and dashboards using Boolean logic and specific customer requirements.
• Product Enablement: Expertise in enabling features and services required for optimal customer product utilization.
• Collaboration: Proven ability to partner with Sales, Account Management, Customer Experience teams, and Product/Operations to collaboratively resolve customer issues.
• Customer Focus: Actively participate in customer calls as a technical expert to provide direct guidance and implement effective solutions.
• Consistency: Adherence to all established workflows and best practice solutions to resolve customer requests effectively and efficiently.
• Subject Matter Expertise: Maintain up-to-date product knowledge and actively engage in continuous educational training to enhance subject matter expertise.
• Supporting Materials: Experience in creating and editing technical documentation to effectively support customer responses and inquiries.
• Peer Support: Actively mentor peers during onboarding and post-onboarding activities to optimize customer support.
• Motivation: A self-motivated individual and collaborative team player with the ability to work independently and consistently maintain customer service length objectives.
• Technology Prerequisites: Demonstrated experience using CRM systems, customer support platforms, meeting recording and scheduling applications, as well as data analysis and presentation-building tools.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Cision is dedicated to fostering an inclusive workplace where all employees are encouraged to be their authentic selves and perform at their highest potential. They are committed to diversity, equity, and inclusion.

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