Technical Support Specialist I

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. Job Summary: The Technical Support Specialist I role will work directly with customers providing technical subject matter expertise via phone, chat, and case communication, using recognized tools and processes. In this role, you will investigate, troubleshoot technical issues, and assist with platform configuration, and the utilization of purchased features. This role reports to the Manager ofKey CompetenciesStrong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone, chat, and case workMentorship: Provide leadership and guidance to new team membersProblem Solving: Recognizes obstacles and uses resources to identify solutions.Time Management: Uses time productively and distinguishes between low and high priorities with limited guidanceCollaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trendsAdaptability: Rapidly adapts to new information, changing conditions, or unexpected obstaclesProfessionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitmentsKey Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction)QualificationsPreferred Work Experience: Assist customers via phone, chat, and cases process to resolve customer questions and issuesFlexibility: Handle requests and customer escalations while maintaining service length objectivesTechnical Aptitude: Set up reporting and dashboard using boolean logic and customer requirementsProduct Enablement: Enable features and services required for customer product usageCollaboration: Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issuesCustomer Focus: Joins customer calls as technical expert to provide guidance and solutions directly to customersConsistency: Follows all workflow and best practice solutions to resolve customer requestsSubject Matter Experts: Maintain up to date product knowledge and continue educational training as a subject matter expertSupporting Materials: Create and edit technical documentation to support customer responsesPeer Support: Mentor peers during onboarding and post-onboarding activities to best support customersMotivation: Self-starter and team player with the ability to work independently and maintain customer service length objectivesTechnology Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building toolsPreferred QualificationsEducation: BS in Computer Science, Business, Computer Information Systems, or equivalent experienceTechnology: Office365, Highspot, ChurnZero, Salesforce.com, Five9, Freshdesk, Experience with Boolean or other coding languages a plusWork Experience: SaaS, customer service, public relations/communicationsAs 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.