Customer Support Specialist
At Cision, we believe in empowering every individual to make an impact. Here, your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. As part of our global team, you'll thrive in an environment that champions curiosity, collaboration, and innovation, all while making meaningful contributions to the brands we accelerate.
Join us in shaping the future of communication and building authentic connections that matter. Whether you're solving complex problems or driving bold innovations, your growth is our success, and together, we’ll create the conversations of tomorrow.
Empower your impact at Cision. Be seen, be understood, be you.
As a Customer Support Specialist, reporting to Support Management, you will be part of our first-line support team and work closely with Technical Product Specialists, Customer Experience, and our R&D teams. Your focus will be on helping customers resolve issues efficiently, adopt our software successfully, and get real value from our products.
The role
In this role, you’ll play an important part in delivering an excellent customer experience. You’ll handle customer questions and issues with care and attention, provide clear guidance on our products and services, and work closely with internal teams to remove any blockers our customers may face. Your work will directly support customer satisfaction, long-term adoption, and retention.
What you’ll be doing
- Responding to customer enquiries via phone, email, and chat
- Owning support tickets from first contact through to resolution
- Identifying, reproducing, and reporting confirmed product issues to the R&D team
- Logging and tracking feature requests and customer feedback
- Following up with customers once issues are resolved or updates are available
- Delivering friendly, timely, and professional customer support
- Monitoring cases submitted to R&D and highlighting any SLA risks
- Escalating cases appropriately based on severity and business impact
- Building strong knowledge of the Cision product suite and newly released features
- Contributing to feature testing and sharing insights with the support team
- Updating internal documentation and the knowledge base
- Taking part in training sessions, team meetings, and cross-functional discussions
- Helping improve customer satisfaction and reduce churn
What we’re looking for
We’re looking for someone who enjoys helping customers and takes pride in doing things well:
- A strong customer-first mindset and interest in customer support
- Proactive, organised, and comfortable taking ownership
- Able to work well in a fast-paced, changing environment
- Confident in managing priorities based on customer needs
- Previous experience in a customer-facing role
- Comfortable working with multiple teams to deliver a great customer experience
- Clear and confident communication skills, both written and verbal
- Positive attitude, strong work ethic, and willingness to learn
- A collaborative team player
- Good working knowledge of Microsoft Office (Word, Excel, PowerPoint)
- Fluent English (spoken and written); additional languages are a plus, especially Spanish or Italian
What We Offer
Upon joining Cision, you will immediately have access to a range of benefits that are fully or partially funded by the company or can be selected at your own cost and form part of your overall benefits package. These benefits include:
- Pension Plan
- Health Insurance
- Life Insurance
- Meal Allowance
- Employee Assistance Programme (EAP)
- Cision Global Charitable Giving Program
- Headspace
If this opportunity feels like the right fit for you, we’d love to hear from you! #LI-FR1 #LI-Hybrid
**Please note that for this position we are only able to consider candidates who are already based in the country of employment**
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.com
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