Client Support Specialist

18 hours ago

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Cision

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PR Software • Social Media Software • Global Insights • GR & PAC Software

1001 - 5000

Description

• At Cision, we believe in empowering every individual to make an impact. • Join us in shaping the future of communication and building authentic connections that matter. • Cision employs the brightest, most passionate people in the tech industry. • The Customer Support Specialist role will work directly with customers providing technical subject matter expertise via phone and case communication, using recognized tools and processes. • In this role, you will investigate, troubleshoot platform issues, and assist with platform questions, and the utilization of purchased features. • Empower your impact at Cision. Be seen, be understood, be you.

Requirements

• Preferred Work Experience: Assist customers via phone and cases process to resolve customer questions and issues • Technical Aptitude: Previous experience of supporting customers with platform challenges and how to-questions • 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 • Preferred Qualifications: • 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

Benefits

• None specified.