Customer Support Specialist

Summary

Join our team as a Customer Support Specialist and provide first-tier support, collaborating with Technical Product Specialists, Customer Experience, and R&D. You will respond to customer inquiries through various channels, report product issues and feature requests, and ensure timely resolution of support tickets. You will maintain an overview of cases, escalate issues as needed, and become an expert on the Brandwatch product suite. Your contributions will include updating the internal knowledge base and participating in training sessions. This role requires close collaboration and a commitment to providing outstanding customer service.

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 in order to enhance knowledge sharing across all support team members
• Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments