Customer Support Advisor

Sofia, Bulgaria Customer Support Full-time
Cision Ltd is a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Cision’s Communications Cloud platform allows users to identify key influencers, craft and distribute strategic content, and measure meaningful impact of PR and Communications Teams’ campaigns. Cision has over 4,500 employees with offices in 23 countries throughout the Americas, EMEA, and APAC. For more information about our products and services, visit www.cision.com and follow us on Twitter @Cision.
 
Cision employs the brightest, most passionate people in the tech industry. We’d love for you to join that group! We invest in our people through training and professional development and we empower them to grow their careers - because the most important measure of our success is yours.

Are you passionate about good service and want to grow and develop in an international workplace while being part of a friendly and close-knit team, then keep reading!  We are looking for a service-minded and driven full-time Customer Support Advisor to join our Customer Support Team at Falcon’s office in Sofia. 

The Support Team at Falcon.io is a part of the Customer Experience department and is comprised of dedicated, passionate and curious people, who take pride in going the extra mile in order to deliver outstanding service to our diverse and highly interactive customer base.  

As a Customer Support Advisor, reporting to the Team Lead of Support, you are working within the boundaries of 1st Tier Support, while in close collaboration with 2nd Tier Senior Support Specialists, Customer Experience and R&D to provide world class real-time support to our global customers.  

What you'll do:

  • Provide outstanding service to our customers  
  • Be involved in troubleshooting and investigating problems  
  • Take support tickets through to resolution 
  • Escalate support cases based on severity levels and associated business risk assessments 
  • Be an expert on Falcon.io product and features as they are launched  
  • Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members 
  • Provide support to internal users by answering product functionality questions via supported internal tools 
  • Be the voice of the customer by logging and advocating for feature requests  

You will be a good fit if you have:

  • Outstanding written and verbal English communication skills on native speaking level 
  • The flexibility to work holidays, weekends and on-call when necessary 
  • A customer-centric mindset with a passion to help and provide a good service 
  • Curiosity and technical aptitude  
  • An eye for the detail, proactive and enjoy being involved in multiple tasks at the same time  
  • The ability to effectively communicate with internal/external stakeholders - and you do perceive cross-continental communication as a welcomed challenge! 
  • Technical support experience is not necessary - customer service experience is preferred 

What we offer:

  • A close-knit team of helpful colleagues with dry and nerdy humor 
  • Open, informal and multinational working environment 
  • An opportunity to work with companies of all sizes including large international brands in a cross-border context 
  • High level of responsibility and excellent career opportunities 
  • Lunch, drinks and snacks daily 
  • Social events like Friday bar, company outings and more 
  • Excellent compensation & social benefits
https://jobs.lever.co/cision/cf3ace03-eb5c-4cf5-b750-4eb494b828b7