Description:
As a customer support representative, you will work directly with Cision customers to ensure they receive value from their Cision solution. This is accomplished by partnering with the customer to enhance the relevance of their setup, assist with building dashboards, troubleshooting technical issues, and consulting on best practices.
Duties
- Assist customers via phone, chat, and ticket process to resolve requests
- Handle complex requests and escalations while meeting customer timelines
- Configure customer accounts in searches and dashboards that drive valuable insight
- Enable customer requested features in applicable platforms
- Create and optimize customer requests and dashboard builds by using Boolean logic
- Partner with the Account Management and Onboarding teams to complete customer provisioning and platform support
- Provide customer training and demos on using Boolean logic and establishing best practices for overall customer success
- Create and edit process documentation to assist customers on set up and how-to questions
- Train team members on Boolean search builds
- Collaborate cross functionality to improve internal customer support processes
- Assist Account Managers with technical call requests
- Monitor customer engagement and provide feedback to Account Management team
- Communicate and partner daily with global peers and leadership
- Maintain expert level product knowledge and continual learning
Qualifications
- Experience in a customer facing role enabling and troubleshooting requests
- Organized and able to prioritize important customer requests easily
- Self-starter and team player with the ability to work independently
- Working with regional partners, customers, and peers
- #LI-Remote
- 4 year degree from an accredited university
- Background in Marketing
- Experience with Boolean or other coding languages