Customer Support Advisor Night Shift

2 weeks ago

Greater Kolkata Area, India PRIME Research Brazil Full time ₹ 2,00,000 - ₹ 6,00,000 per year

At Brandwatch, 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.

As a Customer Support Advisor, reporting to 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
  • Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat
  • 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 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
  • You are comfortable engaging with clients on calls when needed, ensuring a clear and professional experience
  • 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 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

  • 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 and other core competencies

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