Technical Support Specialist

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.,