Customer Support Specialist

Job Summary: As a Customer Support Specialist, reporting to 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.

Essential Duties and Responsibilities:

• 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 Minimum Required

Qualifications:

• 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.