Customer Support Specialist @Cision

Customer Service

Salary -	Remote Location 🇺🇸 USA Only
Job Type Full-time	Posted YDay

🙈 Does this job need an edit?

[Hiring] Customer Support Specialist @Cision

Nov 22, 2024 - Cision is hiring a remote Customer Support Specialist. 📍Location: USA.

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 at Cision. Be seen, be understood, be you.

Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.

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

#LI-Remote

#LI-KR-1

Duties

Strong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone and case work

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) and Quality Assurance

Qualificatons

Preferred Work Experience: Assist customers via phone and cases process to resolve customer questions and issues

Technical Aptitude: Previous experience of supporting customers with platform challenges and how to-questions

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

Education: High School Diploma or GED equivalent

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: Office365, Highspot, ChurnZero, Salesforce.com, 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 monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.

Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.

Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.

Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact [email protected]

Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.

About The Company

Cision

Similar Remote Jobs

Customer Support (Weekdays) • Contra Contra

Customer Service $25 /hour Philippines

1wk ago
Apply See more >
Customer Support (Weekends) • Contra Contra

Customer Service $25 /hour Philippines

1wk ago
Apply See more >
Customer Support Specialist • Clipboardhealth Clipboardhealth

Customer Service $12k - $50k, de.. Worldwide

1wk ago
Apply See more >

Kickstart Your Job Search

Need advice to apply? Join our free Webinar « 3 Mistakes to Avoid When Looking For A Remote Startup Job (And What To Do Instead) »

Unlock 33,735 additional remote jobs, advanced search & email notifications

Get Access Now

Nomad Insurance By SafetyWing

Global travel medical coverage for remote workers and nomads

Learn More

Before You Apply

️

🇺🇸	Be aware of the location restriction for this remote position: USA Only
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

🙈 Does this job need an edit?

Back to Remote jobs > Customer Service

Customer Support Specialist @Cision

Customer Service

Salary -	Remote Location 🇺🇸 USA Only
Job Type Full-time	Posted YDay

🙈 Does this job need an edit?

Apply for this position Unlock 33,735 Remote Jobs

️

🇺🇸	Be aware of the location restriction for this remote position: USA Only
‼	Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more.

Apply for this position Unlock 33,735 Remote Jobs