Customer Support Advisor

2 days ago

Remote, India Brandwatch Full time

Brandwatch, a Cision product, empowers over 5,000 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.

Operating and serving clients the world over, Brandwatch has 17 offices across the globe and more than 1,000 employees worldwide.

As a Customer Support Advisor, 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
- 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.

**It is expected that you**:

- 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 according 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 the appropriate internal stakeholders.
- You are a product expert, and always up to date with the newest release features and their use-case.

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

- Adherence to Customer Support's Service Level Agreement across all channels for customer inquiries
- Support quality metrics (e.g. Tone of Voice, Ticket handling, etc.)
- Customer Satisfaction rating
- Your communication skills - both for internal entities and customer-facing
- Product knowledge

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