Customer Support Specialist - GERMAN speaking (Maternity Cover) at Brandwatch

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. The role We’re looking for a German-speaking Customer Support Specialist to join the team and provide high-quality support to our customers. In this role, you’ll handle customer queries and support requests, troubleshoot issues, and ensure timely, accurate resolutions. You’ll work across different communication channels, keep track of customer interactions, and collaborate with internal teams when needed. It’s a great opportunity for someone who enjoys problem-solving, working in a structured environment, and delivering a strong customer experience. Duties and responsibilities The role is defined, but not limited to, the following: • Respond to customer inquiries via phone, email, chat, or ticketing systems, in line with service standards and response times • Log, categorise, and manage customer interactions using internal systems • Investigate and replicate reported issues where possible, documenting findings clearly • Escalate cases to the relevant internal teams based on impact and urgency • Keep customers updated on progress, next steps, and resolutions • Stay up to date with product features, updates, and known issues • Contribute to internal knowledge bases by identifying gaps or improvements • Manage workload effectively to meet service level expectations • Handle customer data in line with privacy and security guidelines • Support the team with additional tasks as needed Essential Skills and Experience • Around 1+ year of experience in a customer support or similar role (or equivalent experience) • Fluent in German and comfortable supporting customers in both German and English • Strong communication skills, both written and verbal • Ability to follow processes and work in a structured environment • Good attention to detail when handling customer information • Able to manage tasks and prioritise effectively within set timelines • A proactive and customer-focused mindset 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 and form part of your overall benefits package. These benefits include: • Cision Group Personal Pension Scheme • Life Assurance • Healthcare cash plan • Dental Insurance • Private Medical Insurance (For directors and above only) • Gym Subsidy • Cycle to Work • Discounted Dining • Virtual GP • Employee Assistance Programme (EAP) • Eye Care Test • Cision Global Charitable Giving Program • BenefitHub (Retail discounts) If this opportunity feels like the right fit for you, we’d love to hear from you! Please note that for this role, we are only able to consider candidates who are already based in the country of employment. #LI-FR1 #LI-Remote 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 [Upgrade to PRO to see contact] Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.