Customer Support Advisor

3 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

  • Cybersecurity Advisor

    3 days ago

    Remote, India Rapid7 Full time

    **About the Role**: **We are seeking a versatile and experienced Cybersecurity Advisor to join our growing team. This is a hybrid role that merges the hands-on security expertise of a Cybersecurity Advisor and digital engagement focus of a Scaled Customer Success Advisor. You will be responsible for guiding customers on their security journey from onboarding...

  • Customer Support Advisor

    1 week 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...

  • Service Advisor

    7 days ago

    Remote, India Lakshmi Tata Full time

    What are the duties and responsibilities of a Service Advisor? A Service Advisor will have many duties depending on their location, but they commonly focus on answering customer questions, scheduling appointments and helping the customer determine what services they may need based on vehicle maintenance issues. The primary responsibility of a Customer...

  • Admissions Advisor

    2 days ago

    Remote, India Education Station Full time

    The Admission Advisor job role will be **Hybrid**and reporting location is **Jalandhar**. The Admission Advisor will serve as a key point of contact for prospective students exploring education and settlement opportunities in Abroad. This hybrid role combines both remote and in-office responsibilities and involves guiding applicants through the entire...

  • Female Advisor

    1 week ago

    Remote, India The Kara group Full time

    We are looking to hire an outgoing and customer-oriented sales advisor to drive sales and ensure that customers have a pleasant shopping experience. The sales advisor’s responsibilities include greeting customers upon their arrival, offering assistance, taking inventory of store products, and bagging customers' purchases. You should also be able to...

  • Student Advisor

    5 days ago

    Remote, India Speak Infinte Full time

    **Position**: Student Advisor **Experience Required**: Minimum 1 year in an Edtech Company **Location**: Remote **Shift Timings**: Morning Shift: 5:00 AM - 10:00 AM and Evening Shift: 7:00 PM - 10:00 PM **Compensation**: - **During Probation (3 Months)**: ₹16,000/month + **3% Sales Commission** on revenue from every successful lead enrolled -...

  • Business Advisor

    3 days ago

    Remote, India PEMS Digital technologies pvt ltd Full time

    We are a technology company based of Kerala, India. We are looking for mentors or advisors who can help us to grow. You will provide guidance, advice, business strategies and expertise to the team.Mentors/advisors will work closely with individuals or teams within our organization, offering insights, feedback, and support to enhance their performance and...

  • Cap Advisor

    2 weeks ago

    Remote, India IQUE VENTURES Full time

    This is a full-time hybrid role for a CAP ADVISOR located in the Greater Bengaluru Area, with flexibility for remote work. The CAP ADVISOR will be responsible for Inside sales, customer service and Investment-related tasks to meet the needs of different segments of society. Pay: ₹8,000.00 - ₹15,000.00 per month Schedule: - Day shift Work Location:...

  • Customer Support Associate

    2 weeks ago

    Remote, India Wobot Intelligence Full time

    **Responsibilities**: - Validate sequence of images and individual video clips, on test data - Regularly monitor the AI dashboard to oversee real-time alerts, notifications, and insights generated by our systems. Identify any anomalies, deviations, or potential issues within the data and take immediate actions as necessary. - Maintain effective...

  • Service Advisor

    1 week ago

    Remote, India Krishna hyundai Full time

    Answer questions about service outcomes, schedule and book appointments, vehicle drop-off and vehicle pick-up - Provide customers with information and advice on warranty protections, potential cost savings and the advantages of trading in versus fixing their car - Manage and oversee the dealership’s workflow and schedule - Call customers to advise them...