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 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 to enhance knowledge sharing across all support team members
Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments Minimum Required

Excellent English language skills, written and verbal.
Highly customer focused; shows a real passion for the customer experience and customer support industry.
Driven, self-starter, enthusiastic and with an “ownership” mentality.
Adaptable and ability to thrive in a fast-paced, ever-evolving environment.
Able to prioritize workload in line with customer demand.
Proven experience in a customer-interacting role.
Ability to collaborate with internal and external partners whilst coordinating key customer deliverables, ensuring world class customer experience.
Advanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and written.
Enthusiast; strong work ethic with a positive mindset, and can-do attitude.
Influencing and negotiation skills.
Team player that appreciates working together for a common goal.
Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required.

Customer Support Specialist

Key skills