Customer Support Spec I

6 days ago

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Cision

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Cision is a leading global provider of earned media software and services to public relations and marketing communications professionals$1. .$1

PR Software • Social Media Software • Global Insights • GR & PAC Software

1001 - 5000

Description

• The Customer Support Specialist (CSS) develops a culture of Customer Excellence through timely and thorough handling of customer problems • Answers customer support requests via telephone, ticket or web promptly to enhance the customer experience • Patiently listens to customers queries and manages the resolution • Quickly learns the functions of the support tools to log in and resolve customers’ requests • Accurately records and logs interactions with customers and updates account information • Resolves platform or service problems by clarifying the customers complaint • Works with Customer Experience management to maintain best practices • Address customer questions about new products or services • Collaborates with Customer Success Managers and other customer facing personnel • Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn • Cross functional collaboration with internal and external partners • Performs other duties as required

Requirements

• Highly customer focused; shows a real passion for the customer experience and customer support industry • Driven, self-starter, enthusiastic and with an “ownership” mentality • Adaptable and ability to thrive in a fast-paced, ever-evolving environment • Proven experience in a customer-interacting role • Ability to collaborate with internal partners whilst coordinating key customer deliverables ensuring world class customer experience • Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written • Enthusiast; strong work ethic with a positive mindset, and can-do attitude • Influencing and negotiation skills • Experience with JIRA software is desired • Excellent English language skills, written and verbal. Additional languages are an advantage