Customer Support Specialist - Level 1

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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. • Your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. • As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation. • Join us in shaping the future of communication and building authentic connections that matter. • Empower your impact at Cision. Be seen, be understood, be you. • 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. • The Customer Support Specialist role focuses on providing technical subject matter expertise via phone and case communication. • Investigate, troubleshoot platform issues, and assist with utilization of purchased features. • This role reports to the Manager of Customer Support.

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