Part-Time Customer Support Specialist (3 Days per week, Contract, Swedish speaking)

At Cision, 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.Empower your impact at Cision. Be seen, be understood, be you. As a Customer Support Specialist, 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.Essential Duties And ResponsibilitiesReply to customer inquiries via supported communication channelsIdentify, replicate, and report validated product issues to the R&D teamIdentify and log feature requestsFollow-up on customer inquiries upon issue resolution/feedback from R&DProvide outstanding service to our customers via prompt and value-adding interactions over phone, email and chatTake ownership of support tickets and be responsible for funnelling them through all process stages until a resolution has been reachedMaintain an overview of submitted cases to R&D, and flag internal SLA breachesEscalate support cases based on severity levels and associated business risk assessmentsBe an expert on the Cision product suite and its features as they are launched and engage in feature testsUpdate internal knowledge base with new relevant insights to enhance knowledge sharing across all support team membersParticipate and contribute to roundtables, calibration and training sessions within support and cross-functional departmentsMinimum Required QualificationsExcellent Swedish and English language skills, written and verbalHighly customer focused; shows a real passion for the customer experience and customer support industryDriven, self-starter, enthusiastic and with an “ownership” mentalityAdaptable and ability to thrive in a fast-paced, ever-evolving environmentAble to prioritise workload in line with customer demandProven experience in a customer-interacting roleAbility to collaborate with internal and external partners whilst coordinating key customer deliverables, ensuring world class customer experienceAdvanced listening and verbal communication skills to understand customer's needs, and ability to respond clearly and concisely both verbally and writtenEnthusiast; strong work ethic with a positive mindset, and can-do attitudeInfluencing and negotiation skillsTeam player that appreciates working together for a common goalWorking knowledge of MS Office Suite including Word, Excel, PowerPoint is requiredAs 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 its Brandwatch and Falcon.io social 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®, visit www.cision.com and 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 the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.Cision is committed to the full inclusion of all qualified individuals. In keeping with our commitment, Cision will take the steps to assure that people with disabilities are provided reasonable accommodations. Accordingly, if reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the position, and/or to receive all other benefits and privileges of employment, please contact hr.support@cision.comPlease review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.