Technical Support Specialist I

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 of

Key Competencies:

• Strong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone, chat, and case work
• Mentorship: Provide leadership and guidance to new team members
• Problem Solving: Recognizes obstacles and uses resources to identify solutions.
• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
• Collaboration: 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 trends
• Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles
• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
• Key Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction)

Qualifications:

• Preferred Work Experience: Assist customers via phone, chat, and cases process to resolve customer questions and issues
• Flexibility: Handle requests and customer escalations while maintaining service length objectives
• Technical Aptitude: Set up reporting and dashboard using boolean logic and customer requirements
• Product Enablement: Enable features and services required for customer product usage
• Collaboration: Partner with Sales, Account Management, Customer Experience teams, and Prod/Ops to collaborate and resolve customer issues
• Customer Focus: Joins customer calls as technical expert to provide guidance and solutions directly to customers
• Consistency: Follows all workflow and best practice solutions to resolve customer requests
• Subject Matter Experts: Maintain up to date product knowledge and continue educational training as a subject matter expert
• Supporting Materials: Create and edit technical documentation to support customer responses
• Peer Support: Mentor peers during onboarding and post-onboarding activities to best support customers
• Motivation: Self-starter and team player with the ability to work independently and maintain customer service length objectives
• Technology Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building tools

Preferred Qualifications:

• Education: BS in Computer Science, Business, Computer Information Systems, or equivalent experience
• Technology: Office365, Highspot, ChurnZero, Salesforce.com, Five9, Freshdesk, Experience with Boolean or other coding languages a plus
• Work Experience: SaaS, customer service, public relations/communications