Job Description for Customer Support Specialist
Role Overview
At Cision, we are on a mission to shape the future of communication and build authentic connections that matter. Our tools and platforms empower brands to identify, connect, and engage with their audiences. As a Customer Support Specialist, you will play a pivotal role in this process, acting as the frontline advocate for our clients. Reporting to the Support Management team, you will collaborate closely with Technical Product Specialists, the Customer Experience team, and our world-class R&D team. This position offers you the opportunity to leverage your communication skills, problem-solving expertise, and product knowledge to ensure our customers have an outstanding experience.
Key Responsibilities for Customer Support Specialist
- Customer Interaction
- Respond to customer inquiries through various communication channels such as phone, email, and chat.
- Deliver prompt, professional, and value-adding interactions.
- Take ownership of support tickets, managing them through all stages of the process until resolution.
- Issue Resolution and Reporting
- Identify, replicate, and document product issues to be escalated to the R&D team.
- Escalate cases based on severity and associated business risks.
- Maintain an updated overview of submitted cases to R&D and ensure internal SLA compliance.
- Product Expertise
- Become an expert on the Brandwatch product suite, including newly launched features.
- Participate in product feature testing to enhance understanding and familiarity.
- Knowledge Sharing
- Update and maintain the internal knowledge base with new insights.
- Contribute to training sessions, calibration, and roundtable discussions across support and cross-functional teams.
- Customer Advocacy
- Log feature requests and advocate for customer needs within the organization.
- Follow up with customers regarding issue resolution or updates from R&D.
Why Join Us?
At Cision, our work environment is defined by curiosity, collaboration, and innovation. As a global leader in PR, marketing, and social media management technology, we provide ample opportunities for professional growth.
Our Commitment to Diversity and Inclusion
Cision is proud to be an equal-opportunity employer that fosters an inclusive workplace where every individual can thrive. We celebrate diversity, equity, and inclusion, and actively encourage applications from individuals of all backgrounds.
10 Interview Questions and Sample Answers for Customer Support Specialist
1. Imagine a customer asks whether we support Pinterest as a platform, but you know we do not offer this feature. How would you respond?
Sample Answer:
“I would first empathize with the customer’s needs and clarify our current offerings. I would say: ‘I understand how important Pinterest is to your strategy, and while we currently don’t support Pinterest as a platform, we are always evaluating new features based on customer demand. I would be happy to log this as a feature request for our team to consider. Meanwhile, let me help you explore other platforms we support to achieve similar results.’ This approach ensures transparency while leaving the customer feeling heard and valued.”
2. What is the most important thing for you when interacting with clients?
Sample Answer:
“The most important thing is to make clients feel valued and understood. It’s not just about solving their problem but also building trust and ensuring they know I’m here to support them. Providing timely, clear, and empathetic communication is key to creating a positive experience.”
3. How do you handle a situation where a customer is frustrated or upset?
Sample Answer:
“I would listen actively to understand their concerns and let them express their frustration without interruption. Then, I would acknowledge their feelings and reassure them that I’m committed to resolving their issue. For instance, I might say, ‘I understand how this situation has been frustrating for you, and I’m here to help resolve it as quickly as possible.’ Afterward, I’d outline the steps we’ll take to fix the issue, keeping them informed throughout the process.”
4. Can you describe a time when you went above and beyond for a customer?
Sample Answer:
“In a previous role, a customer needed urgent assistance with a feature that wasn’t functioning as expected before an important deadline. I stayed beyond my shift to troubleshoot the issue, coordinated with the technical team to find a workaround, and provided step-by-step guidance. The customer met their deadline, and they expressed their gratitude for my dedication.”
5. How do you prioritize tasks when managing multiple customer issues simultaneously?
Sample Answer:
“I use a priority matrix to categorize issues based on their urgency and impact. High-priority tasks, such as critical service disruptions, are addressed first. I also ensure regular updates are provided for less urgent cases so customers know their concerns are not forgotten. This approach helps me stay organized and responsive.”
6. How would you handle a situation where you cannot resolve a customer’s issue on your own?
Sample Answer:
“If I cannot resolve an issue, I would inform the customer that I’ll escalate it to the appropriate team for resolution. I’d say, ‘This issue requires input from our specialized team. I’ll make sure they have all the details and will follow up with you once I receive an update.’ I would then document the case thoroughly and track it to ensure a timely resolution.”
7. Why do you think knowledge sharing is important in a support role?
Sample Answer:
“Knowledge sharing enhances team efficiency and consistency in customer support. By contributing to and updating the internal knowledge base, we empower team members to resolve issues faster and maintain a unified approach to customer interactions.”
8. How do you stay updated on new product features and ensure you can effectively assist customers?
Sample Answer:
“I dedicate time to exploring product updates and participating in training sessions. I also actively test new features and review documentation. Staying proactive helps me provide accurate and helpful information to customers.”
9. Describe your experience with customer support tools or platforms.
Sample Answer:
“I have extensive experience using tools like Zendesk, Salesforce, and live chat software. These platforms have helped me efficiently track, prioritize, and resolve customer inquiries while maintaining detailed records for future reference.”
10. How would you contribute to creating a positive customer support culture at Cision?
Sample Answer:
“I would contribute by fostering open communication, sharing insights with team members, and consistently delivering excellent customer service. I believe in celebrating successes and learning from challenges to continuously improve.”
