Technical Support Specialist

Role Overview: As a Technical Support Specialist at Brandwatch, your role will involve providing expert technical support to customers using the Brandwatch platform. You will work closely with the customer support team to troubleshoot and resolve technical issues, identifying problems, providing solutions, and escalating issues when necessary. Your expertise will be crucial in ensuring a seamless experience for customers while collaborating with various teams within the organization. Key Responsibilities: - Take ownership of customer issues assigned to the Technical Support team - Provide guidance to Tier 1 Agents for handling complex technical support questions - Act as a technical advisor on account escalations for high-profile customers - Highlight critical product issues to Product and Engineering teams - Identify opportunities for workflow efficiency within the Support team - Follow up on customer inquiries and feedback from Product or Engineering - 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 understandings - Update internal knowledge base with relevant insights for knowledge sharing Qualifications Required: - Provide professional, timely, and high-quality customer service - Excellent communication skills to explain technical terms in an understandable manner - Ability to flag risks and detect opportunities - Stay up to date with newest release features and troubleshooting expertise - Work independently or as part of a team with leadership qualities - Experience in resolving technical issues with a focus on customer satisfaction - Manage and analyze escalations for real-time resolution - Meet and exceed organizational standards for customer satisfaction goals Additional Details: Brandwatch values empowering individuals to make an impact and fosters an environment of curiosity, collaboration, and innovation. As part of the global team, you will play a significant role in shaping the future of communication and building authentic connections that matter. Your growth and success are integral to creating meaningful conversations of tomorrow. Please review our Global Candidate Data Privacy Statement to learn about Cision's commitment to protecting personal data collected during the hiring process. Role Overview: As a Technical Support Specialist at Brandwatch, your role will involve providing expert technical support to customers using the Brandwatch platform. You will work closely with the customer support team to troubleshoot and resolve technical issues, identifying problems, providing solutions, and escalating issues when necessary. Your expertise will be crucial in ensuring a seamless experience for customers while collaborating with various teams within the organization. Key Responsibilities: - Take ownership of customer issues assigned to the Technical Support team - Provide guidance to Tier 1 Agents for handling complex technical support questions - Act as a technical advisor on account escalations for high-profile customers - Highlight critical product issues to Product and Engineering teams - Identify opportunities for workflow efficiency within the Support team - Follow up on customer inquiries and feedback from Product or Engineering - 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 understandings - Update internal knowledge base with relevant insights for knowledge sharing Qualifications Required: - Provide professional, timely, and high-quality customer service - Excellent communication skills to explain technical terms in an understandable manner - Ability to flag risks and detect opportunities - Stay up to date with newest release features and troubleshooting expertise - Work independently or as part of a team with leadership qualities - Experience in resolving technical issues with a focus on customer satisfaction - Manage and analyze escalations for real-time resolution - Meet and exceed organizational standards for customer satisfaction goals Additional Details: Brandwatch values empowering individuals to make an impact and fosters an environment of curiosity, collaboration, and innovation. As part of the global team, you will play a significant role in shaping the future of communication and building authentic connections that matter. Your growth and success are integral to creating meaningful conversations of tomorrow. Please review our Global Candidate Data Privacy Statement to learn about Cision's commitment to protecting personal data collected during the hiring process.