Cision

USA

Posted on: 26 February 2024

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Customer Support Specialist

Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social.

Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

Operating and serving clients the world over, Brandwatch has 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.

Primary 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

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

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:

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

Our Values:

We Act with Care - We invest in our teams, treat each other with respect, and understand that people are the center of our work. We care about our purpose and invest heavily in services to better support our customers.

We Take Pride - We take pride in the quality of our products and services, our company, and each other.

We Spark Change - We are agents of change and we are pioneers in our industry. We reward creativity and value the lessons that come not only from success, but failure as well.

If you’ve found our job opportunity interesting but you don’t meet all of the requirements, it’s still worth applying. We’d love to hear from you!

Brandwatch is a globally distributed organization. However, we can’t provide any legal sponsorship to attain a work visa or permit in your country of residence, nor in any of the countries where we operate. We strongly advise you to seek legal counsel to ensure your residential status is fully legal before you apply. Any offer of employment we make you will be conditional upon you having the right to work in your hiring location and Brandwatch will verify this as part of the onboarding process.

To all recruitment agencies: Brandwatch does not accept unsolicited agency resumes. Please do not forward resumes to our jobs alias or Brandwatch employees. Brandwatch is not responsible for any fees related to unsolicited resumes.