Job Title: Customer Support Advisor (Night Shift, Remote – India)
Company: Cision
Location: Remote – India
Job Description
Cision is a global leader in PR, marketing, and social media management technology. We help brands and organizations connect with their audiences, track their impact, and manage their communications.
We are looking for a Customer Support Advisor to join our team in India for the night shift. This is a fully remote role where you will provide exceptional customer support through email, chat, and phone.
Responsibilities as Customer Support Advisor
Customer Interaction & Support
- Respond promptly to customer inquiries through supported communication channels (phone, email, and chat).
- Provide high-quality customer service and ensure customer satisfaction.
- Explain technical details in an easy-to-understand manner for non-technical customers.
- Take ownership of customer issues and follow through until resolution.
Technical & Product Knowledge
- Identify, replicate, and report product issues to the R&D team.
- Stay updated with the latest features and functionalities of Cision’s product suite.
- Log feature requests based on customer feedback.
- Participate in internal knowledge-sharing sessions.
Issue Resolution & Escalation
- Investigate customer issues, diagnose problems, and offer solutions.
- Escalate issues to the appropriate teams when needed.
- Follow up on customer tickets until resolution is achieved.
Collaboration & Process Improvement
- Maintain an overview of submitted cases and ensure they meet service level agreements (SLAs).
- Work closely with cross-functional teams such as Technical Product Specialists and R&D.
- Contribute to internal documentation to improve support processes.
- Participate in team meetings, training, and feedback sessions.
Qualifications & Skills: Customer Support Advisor
Mandatory Requirements: Customer Support Advisor
- Strong communication skills in English (verbal and written).
- Experience in customer service, technical support, or a related field.
- Ability to work night shifts (IST timezone).
- Comfortable with remote working.
- Tech-savvy and able to quickly learn new software tools.
- Problem-solving mindset with attention to detail.
Preferred Qualifications: Customer Support Advisor
- Prior experience in SaaS or technology-based customer support.
- Knowledge of CRM tools like Zendesk, Freshdesk, or Salesforce.
- Familiarity with social media monitoring or PR tools.
- Ability to work in a fast-paced and team-oriented environment.
Benefits
- Competitive salary package.
- Work from home.
- Career growth opportunities within Cision.
- Access to learning resources and training sessions.
- Health and wellness benefits.
Interview Questions & Answers for Customer Support Advisor
Basic-Level Questions
Q1: Can you tell us about yourself and your experience in customer support?
A1: Sure! I have [X] years of experience in customer support, helping customers resolve their queries via chat, email, and phone. I enjoy troubleshooting issues and ensuring customers have a seamless experience with the products and services they use.
Q2: How do you handle an angry customer?
A2: I stay calm, listen actively, and empathize with the customer’s concerns. I acknowledge their frustration, assure them I’m here to help, and provide a solution or escalate the issue if necessary.
Q3: What do you know about Cision?
A3: Cision is a global leader in PR, marketing, and social media management technology. It offers solutions to help brands manage media monitoring, influencer identification, and audience engagement.
Intermediate-Level Questions
Q4: How do you prioritize multiple customer inquiries at the same time?
A4: I assess the urgency of each case based on the issue severity and business impact. I use ticketing tools to categorize and prioritize cases accordingly while ensuring all customers receive timely responses.
Q5: If a customer reports a technical issue you don’t know how to solve, what would you do?
A5: I would gather as much information as possible, replicate the issue if needed, and check internal documentation. If I can’t resolve it, I would escalate the case to the appropriate technical team while keeping the customer updated.
Q6: How do you explain a technical problem to a non-technical customer?
A6: I avoid jargon and use simple language to describe the issue and solution. For example, instead of saying “API failure,” I might say, “There is a small issue with how the system retrieves data, and we’re working on fixing it.”
Advanced-Level Questions
Q7: Can you walk us through how you would handle a high-priority escalation?
A7: First, I would assess the issue’s impact and severity. Then, I would communicate with the relevant internal teams while keeping the customer informed. I would follow up regularly to ensure the case is resolved as quickly as possible and update the customer on the progress.
Q8: How do you contribute to improving support processes?
A8: I provide feedback on common issues, document best practices, and share knowledge with my team. I also suggest automation or workflow improvements if I notice inefficiencies.
Q9: Can you give an example of a time when you went above and beyond for a customer?
A9: In my previous role, a customer had an urgent issue that needed immediate resolution. Although it was outside my shift, I stayed on to assist, coordinated with the tech team, and ensured the issue was resolved promptly. The customer appreciated the effort and gave positive feedback.
Why Join Cision?
- Work with a global leader in media intelligence.
- Gain expertise in customer service and technology.
- Be part of a diverse and inclusive work environment.
- Opportunities for career advancement.