Cision Work from Home Opportunity; Customer Support Advisor

Cision announced new job openings for the post of Customer Support Advisor for Remote (Work from Home) locations. Candidates Provide professional, timely and high-quality customer service throughout your engagement with prospects and customers & excellent at communication and are able to “translate” technical terms/causes into a customer-friendly language are eligible to apply. Candidates can apply through the official link given below

Name of the Organization: Cision

Notification ID:

Positions: Customer Support Advisor

Location: Remote (Work from Home)

Salary: As per company Norms

Required Qualifications:

• Provide professional, timely and high-quality customer service throughout your engagement with prospects and customers.
• You are excellent at communication and are able to “translate” technical terms/causes into a customer-friendly language.
• Report product issues & feature requests according to the defined processes. templates, and information requirements.
• Take clear ownership of your cases, while yielding collaborative work on your co-workers’ cases in their absence.
• Are able to flag risks and detect opportunities throughout your interactions with customers, and channel that information to the appropriate internal stakeholders.
• You are a product expert, and always up to date with the newest release features and their use-case.

Skills Required:

• Adherence to Customer Support's Service Level Agreement across all channels for customer inquiries
• Support quality metrics (e.g. Tone of Voice, Ticket handling, etc.)
• Customer Satisfaction rating
• Your communication skills - both for internal entities and customer-facing
• Product knowledge

Job Description:

• Reply to customer inquiries via supported communication channels.
• Identify, replicate, and report validated product issues to the R&D team.
• Identify and log feature requests..
• Follow-up on customer inquiries upon issue resolution/feedback from R&D
• Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat.
• Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached.
• Maintain an overview of submitted cases to R&D, and flag internal SLA breaches.
• Escalate support cases based on severity levels and associated business risk assessments.
• Be an expert on the Brandwatch product suite and its features as they are launched and engage in feature tests..
• Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members.
• Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments.

Online Application Link – Click Here

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