Customer Support Advisor

Brandwatch is the world’s premier social suite, empowering over 7,500 of the world’s most admired companies to understand and engage with customers at the speed of social.

Combining pioneering, AI-enriched digital consumer intelligence with industry-leading social media management tools, Brandwatch offers a complementary suite of specialized, best-in-class products and services that support intelligently connected workflows. With Brandwatch, brands and agencies can adapt and thrive in today’s fast moving digital world by making smarter decisions and executing data-driven social strategies at every customer touchpoint.

**Job Summary**:
As a
**Customer Support Advisor**, reporting into Support Management, you will be working within the boundaries of 1st tier support, while in close collaboration with 2nd tier support advisors, Customer Experience and our fantastic R&D team.

**Job location**: Chennai (Hybrid model post pandemic)

**What you will do**:

- 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 enquiries upon issue resolution/feedback from R&D
- Take ownership of support tickets and be responsible for funnelling 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 social media management products and 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

**How you will do**:

- Provide professional, timely and high-quality customer service throughout your engagement with prospects and customers
- You are excellent at communication and are able to “translate” technical terms/causes into a customer-friendly language
- Report product issues & feature requests accordingly to the defined processes. templates, and information requirements
- Take clear ownership of your cases, while yielding collaborative work on your co-workers’ cases in their absence
- Are able to flag risks and detect opportunities throughout your interactions with customers, and channel that information to AM
- You are a product expert, and always up to date with the newest release features and their use-case

**What you will have**:

- 1+ years of relevant experience in customer facing role
- Hands-on experience with ticketing system
- Excellent English speaking and writing skills - Brandwatch company language is English
- A relevant bachelor's degree or higher
- The ability to communicate with colleagues and customers from all over the world
- Ability to work effectively in a dynamic environment with a keen eye to details
- Strong can-do attitude with positive and enthusiastic approach towards work challenges
- High ability to multitask and strong organisational skills
- An analytical mindset with a desire to fulfil tasks in a meticulous way
- An outgoing personality, with a love for proactively tackling problems

**Your performance will be evaluated based on**:

- Median First response time to incoming enquiries
- SLA compliance
- Customer Satisfaction rating
- Your communication skills - both for internal entities and customer-facing
- Product knowledge

**What we offer**:

- An open and informal working environment defined by high levels of personal responsibility and follow-through
- Being part of a close-knit team that makes for an enjoyable work environment
- The opportunity to partner with international colleagues across the global offices (New York, Copenhagen, Brighton, Berlin, Melbourne) of a social media SaaS industry leader
- A thorough on-boarding programme and access to online courses giving you the skills you need to succeed
- A competitive salary package with a solid base that is designed to ignite you
- Growth potential - we are dedicated to help you steer your career towards achieving your own goals and start conversations about career development within your first year with us
- Medical insurance for you and your family members

**Our Values**:

- ** Authentic**:

- We value openness and integrity, and strive for both between our colleagues and customers
- ** Bold **-** **We value fearlessness and conviction, and encourage our employees to push the company forward
- ** Creative**:
**Our recruitment process is entirely remote for your safety**

Operating and serving clients the world over, Brandwatch has 15 offices across the globe and more than 1,000 employees worldwide. Brandwatch is a Cision Company.
- To all recruitment agencies: Brandwatch does not accept unsolicited agency resumes. Please do