Customer Support Specialist

At Cision, 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, you'll 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 you're solving complex problems or driving bold innovations, your growth is our success, and together, we'll create the conversations of tomorrow.

Empower your impact  seen, be understood, be you.

Job Summary:

The Technical Support Specialist I role will work directly with customers providing technical subject matter expertise via phone, chat, and case communication, using recognized tools and processes. In this role, you will investigate, troubleshoot technical issues, and assist with platform configuration, and the utilization of purchased features. This role reports to the Manager of

Key Competencies

Strong Oral and Written Communication:
Troubleshooting and directing customers through all areas of support services, including phone, chat, and case work
Mentorship:
Provide leadership and guidance to new team members
Problem Solving:
Recognizes obstacles and uses resources to identify solutions.
Time Management:
Uses time productively and distinguishes between low and high priorities with limited guidance

Collaboration:

Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
Adaptability:
Rapidly adapts to new information, changing conditions, or unexpected obstacles
Professionalism:
Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
Key Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction)

Qualifications

Preferred

Work Experience:

Assist customers via phone, chat, and cases process to resolve customer questions and issues
Flexibility:
Handle requests and customer escalations while maintaining service length objectives
Technical Aptitude:
Set up reporting and dashboard using boolean logic and customer requirements
Product Enablement:
Enable features and services required for customer product usage

Collaboration:

Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issues
Customer Focus:
Joins customer calls as technical expert to provide guidance and solutions directly to customers
Consistency:
Follows all workflow and best practice solutions to resolve customer requests
Subject Matter Experts:
Maintain up to date product knowledge and continue educational training as a subject matter expert
Supporting Materials:
Create and edit technical documentation to support customer responses
Peer Support:
Mentor peers during onboarding and post-onboarding activities to best support customers
Motivation:
Self-starter and team player with the ability to work independently and maintain customer service length objectives
Technology

Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building tools

Preferred Qualifications

Education:

BS in Computer Science, Business, Computer Information Systems, or equivalent experience
Technology:
Office
365, Highspot, Churn Zero, , Five9, Freshdesk,

Experience with Boolean or other coding languages a plus

Work Experience:

SaaS, customer service, public relations/communications

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth…