Customer Support Specialist
Cision France
full-time
Posted on:
Location Type: Hybrid
Location: Chennai • India
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Salary
💰 ₹700,000 - ₹800,000 per month
About the role
- 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.
- Investigate, troubleshoot technical issues, and assist with platform configuration, and the utilization of purchased features.
- This role reports to the Manager of Technical Support.
Requirements
- 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
Benefits
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical troubleshootingplatform configurationboolean logicreportingdashboard setuptechnical documentation
Soft skills
customer focuscollaborationflexibilitymotivationpeer support