About the Company

Cision is a global leader in PR, marketing, and social media management technology and intelligence, assisting brands and organizations in identifying, connecting with, and engaging customers and stakeholders to achieve business objectives. Their comprehensive suite of solutions includes PR Newswire, a network of over 1.1 billion influencers, advanced monitoring and analytics capabilities, and the social media platforms Brandwatch and Falcon.io. Cision operates offices across the Americas, EMEA, and APAC, with its award-winning solutions, including the Cision Communications Cloud®, available at www.cision.com. The company is dedicated to fostering an inclusive environment that values diversity, equity, and inclusion, believing these principles are crucial for cultural development, innovation, and sustained success. Cision is recognized as a “Top Diversity Employer” and actively participates in the CEO Action for Diversity & Inclusion™ pledge. They are committed to providing equal employment opportunities and ensuring full inclusion for all qualified individuals, offering reasonable accommodations for individuals with disabilities throughout the application and employment process. Candidates are encouraged to review the Global Candidate Data Privacy Statement regarding the protection of personal data during hiring.

Job Description

Cision is seeking a motivated Customer Support Specialist to join their remote team in India. This role is part of the first-tier support function, working collaboratively with Technical Product Specialists, Customer Experience teams, and the R&D department. The specialist will be responsible for addressing customer inquiries, identifying and escalating product issues and feature requests, and ensuring timely resolution while maintaining high-quality customer interactions across phone, email, and chat. The position requires the specialist to become an expert in the Brandwatch product suite, contribute to knowledge sharing, and participate in training sessions. Cision emphasizes a culture where employees are empowered to make an impact, their voices are heard, and their unique perspectives contribute to the company’s success. The company champions curiosity, collaboration, and innovation, fostering an environment for professional growth and meaningful contributions to the brands they support.

Responsibilities

• Respond to customer inquiries through various supported communication channels.
• Identify, replicate, and report validated product issues to the R&D team.
• Identify and log customer feature requests.
• Follow up with customers once issues are resolved or after receiving feedback from R&D.
• Deliver exceptional customer service through prompt and valuable interactions via phone, email, and chat.
• Take ownership of support tickets and manage them through all stages until resolution.
• Monitor submitted cases to R&D and flag any internal SLA breaches.
• Escalate support cases based on their severity and associated business risk.
• Develop expertise in the Brandwatch product suite and its features, participating in feature testing as they are launched.
• Update the internal knowledge base with new relevant insights to improve knowledge sharing among the support team.
• Participate in and contribute to roundtables, calibration sessions, and training within the support department and across other cross-functional teams.

Qualifications

• Excellent English language skills, both written and verbal.
• A strong customer focus with a genuine passion for customer experience and the customer support industry.
• A driven, self-starting attitude with enthusiasm and an “ownership” mentality.
• Adaptability and the ability to thrive in a fast-paced, dynamic environment.
• The ability to prioritize workload effectively based on customer demand.
• Proven experience in a customer-facing role.
• Skills in collaborating with internal and external partners to coordinate key customer deliverables and ensure a world-class customer experience.
• Advanced listening and verbal communication skills to accurately understand customer needs, with the ability to respond clearly and concisely both verbally and in writing.
• An enthusiastic outlook, a strong work ethic, a positive mindset, and a “can-do” attitude.
• Influencing and negotiation skills.
• A team player who values collaborative work towards a common goal.
• Working knowledge of the MS Office Suite, including Word, Excel, and PowerPoint.

Skills

ATS Keywords

Frequently Asked Questions

Other Information

Cision is committed to diversity, equity, and inclusion and is a proud signatory of the CEO Action for Diversity & Inclusion™ pledge. The company is an equal opportunity employer and provides reasonable accommodations for individuals with disabilities. Candidates should be aware of Cision’s Global Candidate Data Privacy Statement.

Tags