Cision · 5 hours ago
Customer Support Specialist - Level 1
United States
Full-time
Remote
Entry Level
Maximize your interview chancesDigital MediaPublic Relations
Hiring Manager
Jamie Knight
Insider Connection @Cision
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Responsibilities
Troubleshooting and directing customers through all areas of support services, including phone and case work
Recognizes obstacles and uses resources to identify solutions
Uses time productively and distinguishes between low and high priorities with limited guidance
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
Rapidly adapts to new information, changing conditions, or unexpected obstacles
Learns by mistakes and uses knowledge for self-improvement
Delivers on promises timely and meets commitments
Measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction) and Quality Assurance
Qualification
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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
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
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
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: 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
Company
Cision
Cision is a global media intelligence company that offers PR and social software as well as analytics.
Founded in 1867
1,001-5,000 employees
Funding
Current Stage
Public CompanyTotal Funding
$192M2019-10-22Acquired· by Platinum Equity ($2.74B)
2018-09-12Post Ipo Secondary· $192M
2013-07-28IPO· nyse:CISN
Leadership Team
Cali Tran
Chief Executive Officer
Nicole Guillot
Chief Operating Officer and President of PR Newswire
Recent News
2024-05-23
Company data provided by crunchbase
