Customer Support Advisor

Job Summary:

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 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 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