Customer Support | Cision | Work From Home

Job Description

The role is defined, but not limited to, the following:

Answers customer support requests via telephone, ticket, or web promptly to enhance the customer experience. 
Patiently and attentively listens to customers queries and manages the resolution or connects them with the appropriate teams to address their needs
Quickly learns the functions of the support tools and systems to log in and resolve customers’ requests
Accurately records and logs interactions with customers updates account information and are able to retrieve this information to create reports for management 
Resolves platform or service problems by clarifying the customer complaint, determining the root cause of the problem, selecting, and explaining the best solution to solve the problem, expediting correction or adjustment
Works with Customer Experience management to maintain best practices for efficient communications with customers
Address customer questions about new products or services
Collaborates with Customer Success Managers, Onboarding & Implementation Consultants, and other customer-facing personnel to ensure service excellence  Contributes to bottom-line sales by increasing customer satisfaction and reducing customer churn
Cross-functional collaboration with internal and external partners and stakeholders, e.g. the sales department, finance, other CX departments, etc.
Performs other duties as required