Brandwatch Work from Home Jobs; Hiring Customer Support Advisor – Apply Now

Remote Customer Support Advisor Job Openings 2025!!!

Brandwatch announced job vacancy for the post of Customer Support Advisor. The place of posting will be at Remote (WFH). Candidates who have completed Educational Qualifications with Fresher / Experience are eligible to apply. More details about qualifications, job description and roles & responsibilities are as follows

Name of the Company	Brandwatch
Required Qualifications	Graduate
Skills	Communication
Category	Support
Work Type	Remote

As a Customer Support Advisor, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.

Θ Positions: Customer Support Advisor

Θ Job Location: Remote (WFH)

Θ Salary: As per company Norms

Θ Job Type: Full Time

Θ Requisition ID: 4548532101

Required Skills & Qualifications:

• Graduate
• 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 accordingly 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

Responsibilities:

• 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

Your performance will be evaluated based on:

• 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 and other core competencies

 

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