At Brandwatch, 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: This role is focused on providing expert technical support to our customers using the Brandwatch platform. The Technical Support Specialist will work closely with the customer support team to troubleshoot and resolve technical issues for our customers. They will also work seamlessly within each area of the platform with ease. This includes identifying and diagnosing problems, providing step-by-step solutions, and escalating issues as needed to the appropriate team. Primary Responsibilities Take ownership of customer issues assigned to the Technical Support team Provide a high level of guidance to Tier 1 Agents and be the go-to person for handling complex technical support questions Act as a technical advisor on occasional account escalations relating to high-profile customers of Brandwatch, when technical expertise on our team is required. Act as the owner of issues escalated by Tier 1 advisors and highlight the severity of critical product issues to both Product and Engineering teams as needed Identify opportunities for workflow efficiency within the Support team to improve collaboration with Product and Engineering teams, as well as other stakeholders Follow up on customer inquiries upon issue resolution/feedback from Product or Engineering with Tier 1 Support Agents and/or with the customer directly when needed Define internal SLAs on submitted cases to Product and Engineering, and flag internal SLA breaches to Technical Support leadership Monitor quality of submitted issue reports, and request/add missing information in order to deliver consistent quality Work closely with the Product and Engineering teams and collaborate on tasks and projects to improve the overall experience of customers and Support Agents assisting our customers Train and coach new Support Agents on highly technical product understandings, as well as Technical Support escalation procedures Take ownership of Technical Support-related Confluence questions and help build a community of experts within Brandwatch Update internal knowledge base with new relevant insights to enhance knowledge sharing across all Support Team member It is expected that you Provide professional, timely and high-quality customer service throughout your engagement with customers and internal stakeholders Report product issues & feature request accordingly to the defined processes, templates, and information requirements, and that you deliver consistently on these parameters You are an excellent communicator and are able to “break-down” technical terms/explanations into a language that is easily understandable both for internal parties, 1st tier Support Agents and, if needed, customers Take clear ownership of your cases, while yielding collaborative work on your coworkers’ cases in their absence Are able to flag risks and detect opportunities throughout your interactions with customers, and channel that information to Support Management and/or CSMs when needed You are a product expert, and always up to date with the newest release features and their use-case, and have gained the necessary advanced troubleshooting expertise required to deliver on 2nd Tier goals and KPIs You become an advanced product expert for one or more specific product sections/features and are the source of knowledge and expertise for the respective section/feature for the rest of the Support Team Ability to work independently or as part of a team and demonstrate leadership qualities Experience in resolving technical issues with a strong focus on customer satisfaction Ability to manage and analyse escalations with real-time resolution Meet and exceed organisational standards as it pertains to customer satisfaction goals, service level agreements, and team metrics Take responsibility for tasks and decisions as documented in all processes and procedures Performance evaluation based on the following criteria: Build out a new internal process, including SLAs, with the Product and Engineering teams Communication Skills - Both For Internal Entities And Customer-facing Product knowledge/advanced product expertise and sharing of that knowledge with the broader team Overall resolution time of escalated bugs. Resolution can be defined as a fix from Engineering but can also be reporting back to the team when a fix is not on the roadmap and defining communication back to the customers in those instances. Relationship building within Product, CSM and Engineering teams Customer satisfaction Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process. Show more Show less
At Brandwatch, 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. Job Summary: As a Business Development Representative; is a full-time role operating out of Chennai. You are an important cog in the larger commercial wheel of our Business. You will be indirectly contributing to customer acquisition and revenue generation. Roles And Responsibilities Search & identify key companies to target for business growth and development Generate prospects in targeted market Qualify leads that are generated via marketing activities Collaborate with stakeholders and enrich details in CRM Work on ad-hoc projects which are critical to our business Enrich the existing prospect data on Salesforce 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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. Your Role Will Include Write, edit, and proofread high-quality content for our Help Center articles according to our process and set writing style guidelines. Develop and maintain an expert-level working knowledge of the Brandwatch product suite, understanding the purpose, use cases, key functionalities and benefits of each module to our customers. Learn complex technical concepts and communicate the information in a way that is concise, engaging and easily understood by all levels of users. Proactively identify and share new ideas for written content and improvement opportunities, including cross-referencing other educational materials, such as Academy courses or Community posts. Collaborate and build good working relationships with subject matter experts - such as support agents, product managers, product marketing, and engineers - to produce and maintain accuracy of content in conjunction with new product releases. Go beyond articles, supporting the creation of other educational techniques when applicable. Write for a variety of audiences, from non-technical end users to programmers, system administrators, integrators, search engines and AI chat bots. Integrate visuals, media, use case and functional data and examples into user documentation. Develop a comprehensive understanding of our chosen help centre software and awareness of our other customer education software platforms. Recognize how AI enhances efficiency, content quality and effectiveness, and engage in learning about and recommending AI advancements relevant to the role. What We’re Looking For 2+ years of experience in writing technical content in English (US) language, in the software or technology industry. Experience writing detailed technical documentation and developing learning content to make complex software solutions easily understandable and accessible, shown through a portfolio of existing work and by undertaking a set task prior to interview. Familiarity with API documentation, cloud-based software, and SaaS platforms. Well organized and able to work with a constantly evolving product suite. Outstanding high-level of English (US) written and verbal communication skills, preferably with a university degree or qualification in English, Technical Writing, Computer Science, or a related field. Strong attention to detail and ability to meet deadlines. Comfortable interacting and collaborating successfully with team members, internal stakeholders, and audiences of all business levels. Ability to work independently in a remote environment, while collaborating effectively with global teams. Ability to write clearly and succinctly, and in a way that our customers will find relatable and easy to follow. Can remain calm in a challenging and continually changing environment. 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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. Empower your impact at Cision. Be seen, be understood, be you. Job Summary: As an Analyst within our Rapid Intelligence team, you will be responsible for utilizing complex proprietary software, to scour tens of thousands of sources and distill their core findings into briefings and alerts for major international clients. 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. A successful Analyst can distinguish between critical, important and non-essential information and must be able to provide insightful briefings. You will be part of a top team using cutting-edge technology in order to research and analyze changing events and information trends. What You’ll Do Work closely with our team to develop engaging and informative briefings tailored for high-profile clients around the globe Researching both classic media (print, online, Radio, TV) and digital platforms (social media) Writing and editing content for daily and weekly briefings. Supporting real-time alerting for international clients. 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
At Brandwatch, 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 Senior Frontend Software Engineer, you will help build, scale, and improve the frontend of our fast-growing Customer Experience platform. You will aid us in building a real-time, scalable, stable platform serving thousands of clients in a reliable, consistent, and performant manner. You will be using modern technologies to solve hard problems in a friendly and encouraging work environment. You will also be encouraged to share your experience and knowledge, sparring with your colleagues to grow together. What You Will Do Work as a key member on our Benchmark team, which is a cross-functional self-driven, autonomous development team. Partake in project discoveries to find optimal solutions that deliver what is best for Brandwatch’s customers. Work with a team with a team of Engineers with a taste for quality and well-tested software. Write clean, well-tested, self-documented code. Collaborate with team members to improve the way we work together. Collaborate with the wider Frontend team to improve our frontend stack, set visions for the future, and help ensure the overall quality and integrity of our products. How You Will Do Deliver and maintain the frontend stack of Benchmark as well as contribute with ideas and feedback to the rest of your Frontend colleagues. Uphold a high-quality standard in the frontend stack in collaboration with other teams. Deliver high-quality and scalable solutions. Act as a sparring partner to various members of the team. Proactively share and debate best practices with your peers. What You Have Expert knowledge of JavaScript, TypeScript, State management and how to build, enhance and debug large-scale web applications. Minimum 5 years of experience on the same/similar position Clear focus on driving excellent end-user experiences. Familiarity with the web stack and deep knowledge of the Web API. Working knowledge of reactive programming best practices. Working knowledge of unit testing frameworks and end-to-end testing. Understands the importance of clear communication and teamwork. Adaptable, resourceful and able to share your knowledge with the rest of the team. 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
At Brandwatch, we believe in empowering every individual to make an impact. Your voice is heard, your ideas are valued, and your unique perspective fuels our collective success. Join our global team to thrive in an environment that champions curiosity, collaboration, and innovation, while contributing meaningfully to the brands we accelerate. Your role as a Technical Support Specialist involves providing expert technical support to customers using the Brandwatch platform. You will collaborate with the customer support team to troubleshoot and resolve technical issues, identify problems, provide solutions, and escalate issues as necessary. Key Responsibilities: - Take ownership of customer issues assigned to the Technical Support team - Provide guidance to Tier 1 Agents and handle complex technical support questions - Act as a technical advisor on account escalations for high-profile customers - Escalate critical product issues to the Product and Engineering teams - Identify workflow efficiency opportunities within the Support team - Follow up on customer inquiries post issue resolution - Define internal SLAs and monitor quality of submitted issue reports - Collaborate with Product and Engineering teams to enhance customer experience - Train and coach new Support Agents on technical product understanding - Update internal knowledge base with relevant insights Expectations: - Provide professional, timely, and high-quality customer service - Report product issues and feature requests according to defined processes - Communicate technical terms in an easily understandable manner - Take ownership of cases and demonstrate collaborative work - Flag risks and opportunities to Support Management when needed - Stay up to date with product features and troubleshooting expertise - Become an advanced product expert for specific sections/features - Work independently or as part of a team, demonstrating leadership qualities - Resolve technical issues with a strong focus on customer satisfaction - Meet and exceed customer satisfaction goals and team metrics Performance Evaluation Criteria: - Develop new internal processes, including SLAs, with Product and Engineering teams - Communication skills for internal and customer-facing interactions - Product knowledge sharing and advanced expertise within the team - Resolution time of escalated bugs and relationship building within teams - Customer satisfaction metrics Join Cision to empower your impact, be seen, be understood, and be you.,
At Brandwatch, 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 Senior Frontend Software Engineer, you will help build, scale, and improve the frontend of our fast-growing Customer Experience platform. You will aid us in building a real-time, scalable, stable platform serving thousands of clients in a reliable, consistent, and performant manner. You will be using modern technologies to solve hard problems in a friendly and encouraging work environment. You will also be encouraged to share your experience and knowledge, sparring with your colleagues to grow together. What You Will Do Work as a key member on our Benchmark team, which is a cross-functional self-driven, autonomous development team. Partake in project discoveries to find optimal solutions that deliver what is best for Brandwatch’s customers. Work with a team with a team of Engineers with a taste for quality and well-tested software. Write clean, well-tested, self-documented code. Collaborate with team members to improve the way we work together. Collaborate with the wider Frontend team to improve our frontend stack, set visions for the future, and help ensure the overall quality and integrity of our products. How You Will Do Deliver and maintain the frontend stack of Benchmark as well as contribute with ideas and feedback to the rest of your Frontend colleagues. Uphold a high-quality standard in the frontend stack in collaboration with other teams. Deliver high-quality and scalable solutions. Act as a sparring partner to various members of the team. Proactively share and debate best practices with your peers. What You Have Expert knowledge of JavaScript, TypeScript, State management and how to build, enhance and debug large-scale web applications. Minimum 5 years of experience on the same/similar position Clear focus on driving excellent end-user experiences. Familiarity with the web stack and deep knowledge of the Web API. Working knowledge of reactive programming best practices. Working knowledge of unit testing frameworks and end-to-end testing. Understands the importance of clear communication and teamwork. Adaptable, resourceful and able to share your knowledge with the rest of the team. 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
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: As Backend Engineer in Brandwatch, you will be working with the latest LTS versions of Java and Spring. You will work with the most influential social networks in the world. Consume and store data from their APIs at scale. You will create rest APIs which expose social media KPIs to our customers. You will design and work with a scalable microservice architecture. What You Will Do Define accurate domain models. Develop quality microservice solutions with cutting edge technologies together with dedicated team members to help fulfil our different business goals. Store data efficiently in a matching storage engine. Build highly parallel data processing pipelines, and fluent APIs. Help design, implement, and improve our services while helping us adopt best practices. Write elegant, testable, well documented code. Be mindful of the business - by communicating with your colleagues and management, help us ensure that we are building the right thing at the right time. What You Have Minimum 3 years hands-on experience on a production system as developer. Good knowledge of Java, we are using Java 21. Good knowledge of Spring. Experience with relational (e.g. PostgreSQL, MySQL). Experience with redis is a plus, but not mandatory. Good knowledge of RESTful APIs, their design and implementation. Experience with messaging technologies, Kafka is a plus; Experience with building and/or running large-scale applications on a PaaS/SaaS cloud is a plus. Knowledge of Docker and Kubernetes is a plus. English language fluency 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 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.com Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.
As a Technical Support Specialist at Brandwatch, your role is to provide expert technical support to customers using the Brandwatch platform. You will collaborate closely with the customer support team to troubleshoot and resolve technical issues, ensuring seamless operation across all areas of the platform. Your responsibilities will include identifying and diagnosing problems, providing solutions, and escalating issues as necessary. **Primary Responsibilities:** - Take ownership of customer issues assigned to the Technical Support team - Provide guidance to Tier 1 Agents and handle complex technical support questions - Act as a technical advisor on account escalations for high-profile customers - Highlight the severity of critical product issues to Product and Engineering teams - Identify opportunities for workflow efficiency and collaboration improvements - Follow up on customer inquiries and issue resolutions/feedback - Define internal SLAs on submitted cases and monitor quality of issue reports - Collaborate with Product and Engineering teams to enhance customer experience - Train and coach new Support Agents on technical product understanding - Update internal knowledge base with new insights for knowledge sharing **Qualifications Required:** - Provide professional, timely, and high-quality customer service - Report product issues & feature requests according to defined processes - Excellent communicator able to simplify technical explanations - Take clear ownership of cases and collaborate with team members - Flag risks and opportunities during customer interactions - Stay up to date with product features and advanced troubleshooting expertise - Become an expert in specific product sections/features - Ability to work independently or as part of a team with leadership qualities - Experience in resolving technical issues with a focus on customer satisfaction - Ability to manage and analyze escalations for real-time resolution - Meet and exceed organizational standards for customer satisfaction and team metrics - Build out new internal processes, including SLAs, with Product and Engineering teams Join Cision in shaping the future of communication and building authentic connections that matter. Be part of a global team that values curiosity, collaboration, and innovation while making meaningful contributions to the brands we accelerate. Empower your impact and become a key player in creating the conversations of tomorrow.,