Customer Support Specialist (Technical) at Cision

Cision

Bangalore, India; Chennai, Tamil Nadu, India; Mumbai, Maharashtra, India·2h ago

Mid LevelFull-time

Salary Range

$10,200 - $13,800 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

The Technical Support Specialist role at Cision will work directly with customers providing technical subject matter expertise via phone, chat, and case communication. This position involves investigating, troubleshooting technical issues, and assisting with platform configuration and the utilization of purchased features.

Key Responsibilities

→Provide technical subject matter expertise via phone, chat, and case communication
→Investigate and troubleshoot technical issues
→Assist with platform configuration and utilization of purchased features
→Mentor new team members and provide guidance
→Collaborate with other departments to improve customer relationships and processes
→Maintain up-to-date product knowledge and continue educational training
→Create and edit technical documentation to support customer responses

Requirements

✓Strong oral and written communication skills
✓Experience assisting customers via phone, chat, and cases process
✓Flexibility to handle requests and customer escalations
✓Technical aptitude in setting up reporting and dashboard using boolean logic
✓Ability to enable features and services required for customer product usage
✓Experience using CRMs, customer support platforms, and data analysis tools
✓BS in Computer Science, Business, Computer Information Systems, or equivalent experience