About Cision
Cision is a global leader in PR, marketing, and social media management technology, helping brands connect and engage with audiences to drive meaningful business results. With operations in 24 countries, Cision offers industry-leading solutions such as PR Newswire, Brandwatch, and Falcon.io.
Role Overview
We are seeking a Customer Support Specialist I to join our remote team in India. This role involves providing technical subject matter expertise to customers via phone, chat, and case communication. You will troubleshoot issues, assist with platform configuration, and ensure optimal utilization of purchased features. The position reports to the Manager of Technical Support.
Key Responsibilities
- Deliver technical support through phone, chat, and case management tools.
- Investigate and troubleshoot platform-related issues.
- Configure products based on customer requirements.
- Enable features and services for optimal customer usage.
- Collaborate with internal teams such as Sales, Account Management, and Product Operations to resolve customer issues.
- Maintain up-to-date product knowledge and create technical documentation.
- Mentor new team members during onboarding and post-onboarding phases.
Key Competencies
- Communication Skills: Strong oral and written communication abilities.
- Problem Solving: Ability to identify obstacles and develop solutions.
- Time Management: Prioritize effectively with minimal guidance.
- Collaboration: Partner with customers and internal teams to improve processes.
- Adaptability: Adjust quickly to new information or changing conditions.
- Professionalism: Learn from mistakes and deliver on commitments.
