Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the wayall so you can meet your career goals. To us, the most important measure of our success is yours.
Cooperation, communication and personal growth are the key components in our Support team. As a Customer Support Specialist (CSS) you develop a culture of Customer Excellence through timely and thorough handling of customer problems and issues, while answering product and service questions.
We build relationships and trust by assisting, guiding and training our clients in our platforms and in the different functions. The CSS works with our customers on all levels, to remove blockers and to adapt our software to ensure that they can achieve their business goals.
What you'll do:
- Answers customer support requests via telephone, email or web promptly to enhance the customer experience.
- Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs.
- Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests.
- Resolves platform or service problems by clarifying the customers complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment.
- Assisting users with different tasks in our system, e.g assisted disseminations, media data base lists and quarterly reports for our listed clients.
- Works with Customer Experience management to maintain best practices for efficient help and communication with customers.
- Address customer questions about new products or services.
- Collaborates with Customer Success Managers, Onboarding amp; Implementation Consultants and other customer facing personnel to ensure service excellence
- Contributes to bottom line sales by increasing customer satisfaction and reducing customer churn.
- Cross functional collaboration with internal and external partners and stakeholders, e.g the sales department, finance, other distribution channels and stock exchanges.
- Performs other duties as required.
What you have:
- 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 handle stressed and pressured situations
- Proven experience in a customer-interacting role
- Ability to collaborate with internal and external partners whilst co-ordinating 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
- Excellent Swedish and English language skills, written and verbal. Additional Nordic languages are an advantage.
- Working knowledge of MS Office Suite including Word, Excel, PowerPoint is required
- Undergraduate degree is preferred
- Experience with Freshdesk is beneficial
The standard working hours will be 37.5 per week, Monday to Friday, where the schedule alternates between early shift 07:30 to 16:00 or late shift 09.15 to 17:45 excluding one-hour unpaid lunch break per day.
As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results.PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and itsBrandwatchandFalcon.iosocial media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud, visitwww.cision.comand follow @Cision on Twitter.Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing theCEO Action for Diversity amp; Inclusion pledgeand named a Top Diversity Employer for 2021 byDiversityJobs.com.Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environ