Customer Support Advisor - Falcon.io (PST)

Remote - USA 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.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.

We are looking for a service-minded and driven full-time Customer Support Advisor to join our Customer Support Team. The Support Team at Falcon.io is part of our Customer Experience Department and is comprised of dedicated, passionate and curious people who take pride in going the extra mile to deliver outstanding service to our diverse and highly interactive customer base.
 
As a Customer Support Advisor, you are working within the boundaries of 1st Tier Support, while in close collaboration with 2nd Tier Senior Support, Customer Experience, and Research & Development colleagues to provide world-class, real-time support to our global customers. 

What you'll do:

  • Provide outstanding service to our customers through channels such as chat and email 
  • 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'll 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 if 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 
Falcon is part of Cision Ltd—a leading global provider of innovative earned media software and services to public relations and marketing communications professionals

Please review our Global Candidate Data Privacy Statement to learn about Falcon's commitment to protecting personal data collected during the hiring process.