Technical Support Specialist I

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November 9

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Cision France

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B2B • Media • Marketing

Cision France is a leading communications firm that specializes in public relations, media monitoring, and digital marketing solutions. They support over 50,000 communicators in enhancing brand visibility and influence within the media landscape by providing actionable insights and reliable information. Their comprehensive services include media database management, press release distribution, media intelligence, and analytics to help organizations effectively reach their audiences and assess the impact of their communication strategies.

1001 - 5000 employees

Founded 1867

🤝 B2B

📱 Media

📋 Description

• Work directly with customers providing technical subject matter expertise via phone, chat, and case communication • Investigate, troubleshoot technical issues, and assist with platform configuration, and the utilization of purchased features

🎯 Requirements

• Assist customers via phone, chat, and cases process to resolve customer questions and issues • Handle requests and customer escalations while maintaining service length objectives • Set up reporting and dashboard using boolean logic and customer requirements • Enable features and services required for customer product usage • Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issues • Joins customer calls as technical expert to provide guidance and solutions directly to customers • Follows all workflow and best practice solutions to resolve customer requests • Maintain up to date product knowledge and continue educational training as a subject matter expert • Create and edit technical documentation to support customer responses • Mentor peers during onboarding and post-onboarding activities to best support customers • Self-starter and team player with the ability to work independently and maintain customer service length objectives

🏖️ Benefits

• Health insurance • Flexible work hours • Paid time off • Professional development opportunities