Client Support Specialist L1

At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. 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.  Empower your impact at Cision. Be seen, be understood, be you. 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
The Customer Support Specialist role will work directly with customers providing technical subject matter expertise via phone and case communication, using recognized tools and processes. In this role, you will investigate, troubleshoot platform issues, and assist with platform questions, and the utilization of purchased features. This role reports to the Manager of Customer Support. 
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Duties

• Strong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone and case work
• Problem Solving: Recognizes obstacles and uses resources to identify solutions
• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
• Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
• Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles
• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
• Key Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction) and Quality Assurance 

Qualificatons

• Preferred Work Experience: Assist customers via phone and cases process to resolve customer questions and issues
• Technical Aptitude: Previous experience of supporting customers with platform challenges and how to-questions
• Collaboration: Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issues
• Customer Focus: Joins customer calls as technical expert to provide guidance and solutions directly to customers
• Consistency: Follows all workflow and best practice solutions to resolve customer requests
• Subject Matter Experts: Maintain up to date product knowledge and continue educational training as a subject matter expert
• Supporting Materials: Create and edit technical documentation to support customer responses
• Peer Support: Mentor peers during onboarding and post-onboarding activities to best support customers
• Motivation: Self-starter and team player with the ability to work independently and maintain customer service length objectives
• Education: High School Diploma or GED equivalent
• Technology Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building tools


• Preferred Qualifications:
• Education: BS in Computer Science, Business, Computer Information Systems, or equivalent experience 
• Technology: Office365, Highspot, ChurnZero, Salesforce.com, Five9, Freshdesk, Experience with Boolean or other coding languages a plus
• Work Experience: SaaS, customer service, public relations/communications

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media p