Customer Support Advisor

Sofia, Bulgaria Customer Experience Full-time
Falcon employs the brightest, most passionate people in the tech industry. We’d love for you to join our growing team! We invest in our people through training and professional development while supporting you along the way—all so you can meet your career goals. To us, the most important measure of our success is yours.
 
Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals. Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram. Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia, Chennai, Melbourne, and growing. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment.
  
Falcon.io has an ethos of encouraging autonomy, ambition, boldness and experimentation. We value open people who take initiative and aren’t afraid to fail, learn from mistakes, adjust, and try to get better at what they do every day.

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
About Falcon.io 
Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram.  
 
Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia and Melbourne. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment. We joined the Cision family in January 2019, and together we help brands build better relationships with their customers. 

As a global leader in PR, marketing and social media management technology and intelligence, Cision helps brands and organizations to identify, connect and engage with customers and stakeholders to drive business results. PR Newswire, a network of over 1.1 billion influencers, in-depth monitoring, analytics and its Brandwatch and Falcon.io social media platforms headline a premier suite of solutions. Cision has offices in 24 countries throughout the Americas, EMEA and APAC. For more information about Cision's award-winning solutions, including its next-gen Cision Communications Cloud®, visit www.cision.com and follow @Cision on Twitter.
 
Cision is committed to fostering an inclusive environment where all employees can be their authentic selves and perform at their best. We believe diversity, equity, and inclusion is vital to driving our culture, sparking innovation and achieving long-term success. Cision is proud to have joined more than 600 companies in signing the CEO Action for Diversity & Inclusion™ pledge and named a “Top Diversity Employer” for 2021 by DiversityJobs.com.
 
Cision is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or other protected statuses.
 
Please review our Global Candidate Data Privacy Statement to learn about Cision’s commitment to protecting personal data collected during the hiring process.