In today’s fast-paced digital world, customer support plays a vital role in shaping brand experiences and fostering customer loyalty. At Cision, we believe that every individual has the potential to make a significant impact. As a Customer Support Specialist, you will have the opportunity to drive customer satisfaction, collaborate with talented professionals, and contribute to innovative solutions that shape the future of communication.
Why Choose Cision?
Cision is a global leader in PR, marketing, and social media management technology, known for its innovative solutions and commitment to excellence. With offices in 24 countries and a robust portfolio of award-winning tools such as the Cision Communications Cloud, PR Newswire, Brandwatch, and Falcon.io, we empower brands to identify, connect, and engage with their audiences. By joining our team, you’ll become part of a company that values diversity, equity, and inclusion while providing opportunities for personal and professional growth.
Role Overview: Customer Support Specialist
As a Customer Support Specialist, you will serve as the first point of contact for clients, providing exceptional service through phone, email, and chat. Reporting to the Support Management team, your role will involve collaborating closely with Technical Product Specialists, the Customer Experience team, and the R&D department to resolve customer inquiries effectively and enhance product experiences.
Key Responsibilities
1. Customer Interaction:
- Respond promptly to customer inquiries via supported communication channels.
- Provide outstanding service by delivering value-adding interactions and fostering positive relationships with clients.
2. Issue Resolution:
- Identify, replicate, and report validated product issues to the R&D team.
- Monitor and escalate support cases based on severity levels and associated business risks.
3. Product Expertise:
- Become an expert on the Brandwatch product suite and stay updated on new features.
- Conduct feature tests and provide feedback to improve product performance.
4. Knowledge Sharing:
- Update internal knowledge bases with new insights to enhance team collaboration.
- Participate in roundtables, calibration, and training sessions to share and gain expertise.
5. Process Management:
- Take ownership of support tickets, managing them through all process stages until resolution.
- Maintain an overview of submitted cases to R&D and flag internal SLA breaches.
What Makes a Great Customer Support Specialist?
- Empathy and Communication Skills: A successful specialist understands the importance of clear, empathetic communication to address customer concerns effectively.
- Problem-Solving Ability: The role demands critical thinking to identify solutions for complex issues and deliver timely resolutions.
- Product Knowledge: Mastering the Brandwatch product suite is essential for providing accurate and efficient support.
- Team Collaboration: The ability to work closely with cross-functional teams ensures seamless support and product improvements.
Addressing Customer Concerns: Example Scenario
Imagine a customer asks whether Cision supports Pinterest as a platform. Although Pinterest is not currently supported, it’s essential to leave the customer with a positive impression. Here’s how you could respond:
Customer Query: “Does Cision support Pinterest as a platform?”
Response:
“Thank you for your question! At this time, Pinterest is not a platform that we support. However, our team is always exploring new opportunities to expand our offerings based on customer feedback and market demand. If Pinterest integration becomes available in the future, we’ll be sure to inform you. In the meantime, I’d be happy to walk you through the powerful features we offer for other platforms that can help achieve your goals. Please let me know how I can assist further!”
This approach demonstrates transparency, sets realistic expectations, and reinforces the company’s commitment to customer feedback and continuous improvement.
Cision’s Commitment to Diversity and Inclusion
At Cision, we foster an inclusive environment where every employee can thrive as their authentic self. Diversity, equity, and inclusion are integral to our culture, sparking innovation and driving long-term success. As a proud signatory of the CEO Action for Diversity & Inclusion pledge and a recipient of the “Top Diversity Employer” award by DiversityJobs.com, we are committed to creating a workplace that values and respects everyone.
Benefits of Joining Cision
- Global Reach: Work with a team that operates across continents, enabling you to gain valuable insights and experience.
- Learning Opportunities: Participate in training sessions and feature tests to expand your skill set.
- Career Growth: Be part of a dynamic environment where your contributions are recognized and rewarded.
- Inclusive Culture: Thrive in a workplace that celebrates diversity and encourages open communication.
- Work-Life Balance: Enjoy the flexibility of remote work while being part of a supportive team.
Requirements for the Role
- Strong communication and interpersonal skills.
- Ability to handle multiple support cases efficiently.
- Familiarity with PR, marketing, or social media tools is a plus.
- Enthusiasm for learning and adapting to new technologies.
- Proactive attitude toward problem-solving and team collaboration.
Application Process
To apply for the Customer Support Specialist position, visit the job listing on Cision’s official website. Submit your updated resume/CV and, optionally, a cover letter highlighting your relevant experience and career aspirations. During the application process, you may also be asked to provide information on:
- Your location.
- Salary expectations.
- Notice period.
- Your approach to customer interactions and resolving specific scenarios.
Joining Cision as a Customer Support Specialist offers a unique opportunity to make a meaningful impact in the world of communication and technology. With a focus on innovation, collaboration, and customer satisfaction, Cision provides an ideal environment for professionals who are passionate about helping clients succeed. By embracing challenges and contributing to groundbreaking solutions, you can grow your career and be part of a global team that shapes the conversations of tomorrow.
Frequently Asked Questions (FAQs)
1. What qualifications are required for the Customer Support Specialist role?
A bachelor’s degree or equivalent experience in customer service, strong communication skills, and familiarity with PR, marketing, or social media tools is preferred.
2. Is the position fully remote?
Yes, this role is fully remote, allowing flexibility while working from home in India.
3. What is the salary range for this position?
Salary expectations can vary based on experience and qualifications. Applicants are advised to provide their annual salary expectations in local currency during the application process.
4. Are there training and growth opportunities at Cision?
Yes, Cision provides regular training sessions, opportunities to participate in feature tests, and career development within a supportive and inclusive environment.
5. What is the most important skill for succeeding in this role?
Empathy and effective communication are crucial for building strong client relationships and addressing concerns promptly.
6. How should I handle technical customer queries outside the product’s scope?
Demonstrate transparency by acknowledging the limitation and redirecting the customer to alternative solutions or features that meet their needs.
7. Does Cision support Pinterest as a platform?
Currently, Cision does not support Pinterest. However, the team continually evaluates customer feedback for potential future updates.
8. What should I include in my application?
Your application should include an updated resume and, optionally, a cover letter. Be sure to answer specific application questions regarding location, salary expectations, notice period, and your approach to customer service scenarios.