Brandwatch, a Cision product, empowers over 5,000 of the world’s most admired companies to understand and engage with customers at the speed of social. They offer a suite of tools and services that help brands and agencies thrive in the digital world.
Brandwatch: Customer Support Advisor (Remote)
The Opportunity:
Join Brandwatch as a Customer Support Advisor and be the first point of contact for their global clientele. You’ll work closely with internal teams to provide exceptional service, identify product issues, and contribute to a positive customer experience.
Key Responsibilities:
- Respond to customer inquiries via phone, email, and chat.
- Identify and report product issues to the R&D team.
- Log and track feature requests.
- Follow up with customers on resolved issues and feedback.
- Provide outstanding service through prompt and helpful interactions.
- Manage support tickets from start to finish.
- Monitor submitted cases to R&D and flag internal delays.
- Escalate critical cases based on severity and risk.
- Become a Brandwatch product expert and participate in feature testing.
- Contribute to internal knowledge base for team-wide learning.
- Participate in training sessions and cross-functional collaboration.
What We’re Looking For:
- Excellent communication and customer service skills.
- Ability to translate technical jargon into clear explanations for customers.
- Experience reporting product issues and feature requests.
- Strong ownership and collaboration skills.
- Ability to identify risks and opportunities in customer interactions.
- Deep product knowledge and commitment to staying updated.
Performance Evaluation:
- Adherence to service level agreements across all channels.
- Support quality metrics (tone of voice, ticket handling, etc.).
- Customer satisfaction ratings.
- Communication skills (internal and customer-facing).
- Product knowledge.
We encourage you to apply even if you don’t meet all the requirements!
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