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