Customer Support Associate, Cision

CisionOne, CX Comms Cloud, Americas

$45k

Excel

Junior and Mid level

Chicago

2+ days a week in office

PR and marketing software

Be an early applicant

PR and marketing software

1001+ employees

B2BAnalyticsCommunicationDigital MediaSaaSData AnalysisMedia

Be an early applicant

$45k

Excel

Junior and Mid level

Chicago

2+ days a week in office

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 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 prioritize workload in line with customer demand
Proven experience in a customer-interacting role
Ability to collaborate with internal and external partners whilst coordinating 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
Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required

What the job involves

As a Customer Support Specialist, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.
Reply to customer inquiries via supported communication channels
Identify, replicate, and report validated product issues to the R&D team
Identify and log feature requests
Follow-up on customer inquiries upon issue resolution/feedback from R&D
Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat
Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
Maintain an overview of submitted cases to R&D, and flag internal SLA breaches
Escalate support cases based on severity levels and associated business risk assessments
Be an expert on the Brandwatch product suite and its features as they are launched and engage in feature tests
Update internal knowledge base with new relevant insights to enhance knowledge sharing across all support team members
Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments

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.