Cision · 3 days ago

Customer Support Specialist Level 1

Remote - USA

Full-time

Remote

Entry Level

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Responsibilities

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

Qualification

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Customer FocusTechnical DocumentationSaaSSalesforce.comFreshdeskChurnZeroHighspotBoolean Coding

Required

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

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

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