Customer Support Specialist (Technical)

📋 Description

• • Join Cision, a global leader in PR, marketing, and social media management technology and intelligence, as a Technical Support Specialist I. In this pivotal role, you will be at the forefront of empowering our customers by providing expert technical assistance and ensuring they maximize the value of our cutting-edge solutions. You will serve as a crucial bridge between our clients and our innovative platform, investigating and resolving complex technical issues, guiding users through platform configurations, and assisting them in leveraging purchased features to achieve their business objectives.
• • This position offers a unique opportunity to make a tangible impact on customer success. You will engage directly with clients through various communication channels, including phone, chat, and case management systems, utilizing recognized tools and adhering to established processes. Your primary responsibility will be to deliver exceptional technical subject matter expertise, ensuring a seamless and positive customer experience.
• • As a Technical Support Specialist, you will delve into intricate technical challenges, employing a systematic and analytical approach to troubleshoot and resolve issues efficiently. This includes diagnosing software malfunctions, understanding user errors, and providing clear, actionable solutions. You will also play a key role in platform configuration, assisting customers in setting up reporting and dashboards, often involving the application of boolean logic and a deep understanding of their specific requirements.
• • A significant aspect of this role involves product enablement. You will be responsible for activating and configuring features and services to ensure customers can fully utilize the purchased functionalities of Cision's products. This requires a proactive approach to understanding customer needs and translating them into technical configurations.
• • Collaboration is central to success in this role. You will work closely with internal teams, including Sales, Account Management, Customer Experience, and Product/Operations departments, to ensure comprehensive support and swift resolution of customer issues. This cross-functional partnership is vital for improving customer relationships and refining internal processes.
• • You will also act as a technical expert on customer calls, providing direct guidance and solutions. This requires not only strong technical acumen but also excellent communication skills to explain complex technical concepts in an understandable manner.
• • Maintaining up-to-date product knowledge is paramount. You will be expected to continuously learn and stay abreast of product updates, new features, and industry trends. This commitment to ongoing education will solidify your position as a subject matter expert.
• • To support customer inquiries and resolutions, you will be involved in creating and editing technical documentation. This includes developing user guides, FAQs, troubleshooting articles, and other supporting materials that empower customers and streamline the support process.
• • Beyond direct customer interaction, you will contribute to the growth and development of the team. You will have opportunities to mentor new team members during their onboarding and post-onboarding phases, sharing your knowledge and best practices to ensure they can effectively support our customers.
• • This role demands a self-starter mentality combined with a strong team-player attitude. You should be motivated to work independently, manage your time effectively, and prioritize tasks with limited guidance, all while consistently meeting customer service length objectives and key performance indicators, particularly those tied to Customer Satisfaction (CSAT).
• • The ideal candidate will possess a strong aptitude for technology, including experience with CRM systems, customer support platforms, meeting recording and scheduling applications, data analysis, and presentation-building tools. Your ability to adapt rapidly to new information, changing conditions, and unexpected obstacles will be crucial for navigating the dynamic environment of technical support.
• • Ultimately, you will be instrumental in fostering strong, long-lasting customer relationships by providing reliable, efficient, and expert technical support, contributing directly to Cision's mission of accelerating brands and driving meaningful connections.