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Technical Support Specialist I

Cision Ltd.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Be the first line of technical defense for thousands of global PR, marketing, and communications professionals who rely on Cision’s award-winning platform every day. As a Technical Support Specialist I, you will own the customer experience from the moment a ticket, chat, or call arrives, guiding users through complex technical challenges with clarity, empathy, and speed.
• Investigate and reproduce platform issues across web, mobile, and API touchpoints. You will leverage SQL queries, browser dev tools, log analysis, and our internal knowledge base to pinpoint root causes, document reproducible steps, and deliver concise work-arounds or permanent fixes.
• Configure and optimize customer accounts so that every purchased feature—media monitoring, influencer outreach, press-release distribution, analytics dashboards—delivers measurable value. You will translate business objectives into correct system settings, permission schemas, and data mappings.
• Collaborate daily with Engineering, Product, and Customer Success teams in agile “swarm” channels to escalate bugs, influence roadmap priorities, and ensure that customer feedback drives continuous improvement. Your voice will directly shape product enhancements.
• Deliver multi-channel support (phone, live chat, email, and web cases) while maintaining an average first-response time under 15 minutes and a CSAT score above 90 %. You will document every interaction in Salesforce Service Cloud for full lifecycle visibility.
• Create and maintain internal and customer-facing knowledge articles, how-to videos, and best-practice guides. Your writing will empower customers to self-serve and reduce future ticket volume.
• Participate in a follow-the-sun support model with teammates across North America, EMEA, and APAC, providing seamless 24×5 coverage. Occasional weekend or holiday on-call rotation may be required.
• Champion data-driven decisions by tagging and categorizing every case, then analyzing trends to recommend proactive fixes, UI improvements, and training opportunities.
• Mentor new hires and interns, sharing troubleshooting playbooks, escalation checklists, and customer-communication templates that raise the bar for the entire team.
• Contribute to monthly “Voice of the Customer” reviews, presenting metrics, top pain points, and success stories to senior leadership. Your insights will influence quarterly OKRs and strategic investments.

🎯 Requirements

• 1–2 years of technical support, help-desk, or SaaS customer success experience
• Demonstrated ability to troubleshoot web applications, REST APIs, and SQL databases
• Excellent written and verbal communication skills in English; additional languages a plus
• Comfortable working remotely with reliable high-speed internet and a distraction-free environment
• Nice-to-have: familiarity with Salesforce Service Cloud, Jira, Confluence, or similar support stack

🏖️ Benefits

• Fully remote-first culture with flexible hours and no commute
• Comprehensive medical, dental, and vision coverage starting day one
• Annual professional-development stipend for courses, conferences, and certifications
• 20 days PTO plus 10 paid holidays and volunteer days off

Skills & Technologies

Remote

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Cision Ltd.

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About Cision Ltd.

Cision Ltd. provides cloud-based public relations and earned-media software that enables communications professionals to identify media influencers, distribute press releases, monitor coverage, and analyze campaign performance across traditional, digital, and social channels worldwide.

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