Customer Support Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
As a Customer Support Specialist, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.
Primary 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
Customer Support Specialist
To see similar active jobs please follow this link: Remote Customer Success jobs
As a Customer Support Specialist, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.
Primary 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