Customer Support Advisor Night Shift @ Cision

At Brandwatch, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, youll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.

Join us in shaping the future of communication and building authentic connections that matter. Whether youre solving complex problems or driving bold innovations, your growth is our success, and together, we ll create the conversations of tomorrow.

As a Customer Support Advisor, reporting to 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 RD team.

Primary Responsibilities

Reply to customer inquiries via supported communication channels
Identify, replicate, and report validated product issues to the RD team
Identify and log feature requests
Follow-up on customer inquiries upon issue resolution/feedback from RD
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 funnelling them through all process stages until a resolution has been reached
Maintain an overview of submitted cases to RD, 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

It is expected that you:

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
You are comfortable engaging with clients on calls when needed, ensuring a clear and professional experience

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

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