Customer Support Specialist, Cision

Salary not provided

Excel

JIRA

Junior and Mid level

London

Remote from UK

PR and marketing software

Be an early applicant

PR and marketing software

1001+ employees

B2BAnalyticsCommunicationDigital MediaSaaSData AnalysisMedia

Be an early applicant

Salary not provided

Excel

JIRA

Junior and Mid level

London

Remote from UK

1001+ employees

B2BAnalyticsCommunicationDigital MediaSaaSData AnalysisMedia

Company mission

To use their software to provide prompt and professional resolutions that allow PR and Marketing professionals to focus on optimal communication.

Job

Company

Role

Who you are

Excellent German and English language skills, written and verbal
Highly customer focused; shows a real passion for the customer experience and customer support industry
Driven, self-starter, enthusiastic and with an “ownership” mentality
Adaptable and ability to thrive in a fast-paced, ever-evolving environment
Able to handle stressed and pressured situations
Proven experience in a customer-interacting role
Ability to collaborate with internal and external partners whilst co-ordinating key customer deliverables, ensuring world class customer experience
Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written
Enthusiast; strong work ethic with a positive mindset, and can-do attitude
Influencing and negotiation skills
Team player that appreciates working together for a common goal
Experience with JIRA/JSM/Chat casehandling system is beneficial
Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
Undergraduate degree is preferred

What the job involves

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
As a Customer Support Specialist you develop a culture of Customer Excellence through timely and thorough handling of customer problems and issues, while answering product and service questions
We build relationships and trust by assisting, guiding and supporting our clients in our platforms and in the different functions
The CSS works with our customers on all levels, to remove blockers and to adapt our software to ensure that they can achieve their business goals
Answers customer support requests via telephone, email or chat promptly to enhance the customer experience
Patiently and attentively listens to customer’s queries and manages the resolution or connects them with the appropriate teams to address their needs
Quickly learns the functions of the support tools and systems to log in and resolve customer’s requests
Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment
Works with Customer Experience management to maintain best practices for efficient help and communication with customers
Address customer questions about new products or services
Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence
Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn
Cross functional collaboration with internal and external partners and stakeholders, e.g the sales department, finance, other CX departments etc
Performs other duties as required

Salary benchmarks

Our take

As marketing and PR continues to be digitised, software that helps streamline and make their communication more efficient is in high demand. Cision ranks amidst the top PR Software companies and boasts over 100,000 public relations and marketing professionals globally.

The company is well established as a Media and Influencer Targeting Software and has rapidly become the market leader. As influencers have become more plentiful and effective, there is a forecast growth of brand spend on influencer marketing. Tools such as Cision are therefore looking to be in higher demand.

It is a global enterprise with a vast team of over 2000 employees, making it a company able to deal with high-frequency requests. Cision is already ranked as a leader in the $3 billion communications intelligence software and services market. In February 2023, Cali Tran took over as CEO, having previously led the influential Brandwatch which was one of four high-profile acquisitions made by Cision between 2021 and 2023.