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.
Job Summary: The Customer Support Specialist (CSS) develops a culture of Customer Excellence through timely and thorough handling of customer problems, customer issues, answering product and service questions and suggesting information about other products or services. The CSS works with our customers to remove blockers to adoption of our software ensuring they can achieve their business goals.
Key responsibilities and expectations:
The role is defined, but not limited to, the following:
• Answers customer support requests via telephone, ticket or web promptly to enhance the customer experience.
• Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs
• Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests
• Accurately records and logs interactions with customers and updates account information and are able to retrieve this information to create reports for management
• Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment
• Works with Customer Experience management to maintain best practices for efficient communications with customers
• Address customer questions about new products or services
• Collaborates with Customer Success Managers, Onboarding & Implementation Consultants and other customer facing personnel to ensure service excellence
• Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn
• Performs other duties as required.
• 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
• Proven experience in a customer-interacting role
What are we looking for?
• Ability to collaborate with internal partners whilst co-ordinating 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
• Experience with JIRA software is desired
• Excellent English language skills, written and verbal. Additional languages are an advantage
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 platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
Pay Range
₹472,500—₹472,500 INR
