Cision
Customer Support Advisor
On-site
Full Time
#Customer Support
#Customer Experience
#Technical Product Knowledge
Cision is looking for a Customer Support Advisor
Brandwatch, a Cision product, helps over 5,000 of the world’s most admired companies understand and engage with their customers through AI-enriched digital consumer intelligence and social media management tools. We are looking for a Senior Customer Support Advisor to join our team in India on a full-time, on-site basis to help our clients navigate our platform and succeed in a fast-moving digital landscape.
Responsibilities
- Manage customer inquiries across multiple channels, including phone, email, and chat, while ensuring prompt and high-quality service.
- Take full ownership of support tickets, guiding them through every process stage until a resolution is achieved.
- Identify, replicate, and report product issues to our R&D team, while also logging feature requests.
- Monitor active cases and escalate them based on severity and business risk.
- Maintain expert-level knowledge of the Brandwatch product suite, including testing new features as they launch.
- Contribute to our internal knowledge base to improve team-wide expertise and participate in regular calibration and training sessions.
- Collaborate closely with Technical Product Specialists, Customer Experience teams, and R&D to ensure seamless workflows.
Must-haves
- Extensive experience in Customer Support and managing complex Customer Experience workflows.
- Strong Technical Product Knowledge and the ability to translate technical concepts into clear, customer-friendly language.
- Fluency in English.
- A proactive approach to identifying risks and opportunities during customer interactions.
- Proven ability to manage cases independently while supporting teammates in their absence.
Nice-to-haves
- Previous experience working within a global organization or a SaaS environment.
- A track record of contributing to team training or process improvement initiatives.
Benefits
We are dedicated to fostering an inclusive environment where all employees can perform at their best. As part of the Cision family, we offer:
- A collaborative, diverse, and supportive workplace culture.
- Opportunities to work with industry-leading social media management and intelligence tools.
- Commitment to professional growth and ongoing training.
- Reasonable accommodations for individuals with disabilities throughout the application and employment process.
Cision
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