Job Description

Key Responsibilities:

• Strong Oral and Written Communication: Troubleshooting and directing customers through all areas of support services, including phone, chat, and case work
• Mentorship: Provide leadership and guidance to new team members
• Problem Solving: Recognizes obstacles and uses resources to identify solutions.
• Time Management: Uses time productively and distinguishes between low and high priorities with limited guidance
• Collaboration: Communicates at high levels within customer organization to advise and troubleshoot with the customer regarding the configuration and use of Cision products and services. Actively partners with other Cision departments, such as Sales, to improve customer relationships and processes. Actively maintains knowledge regarding functional area and changing trends
• Adaptability: Rapidly adapts to new information, changing conditions, or unexpected obstacles
• Professionalism: Learns by mistakes and uses knowledge for self-improvement. Delivers on promises timely and meets commitments
• Key Performance Indicator: measurable outcomes tied to specific role responsibilities are tied to CSAT (Customer Satisfaction)

Qualifications:

• 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
• Education: High School Diploma or GED equivalent
• Technology Prerequisites: experience using CRMs, customer support platforms, meeting recording and scheduling applications, data analysis and presentation-building tools

Preferred Qualifications

• Education: BS in Computer Science, Business, Computer Information Systems, or equivalent experience
• Technology: Office365, Highspot, ChurnZero,

, Five9, Freshdesk, Experience with Boolean or other coding languages a plus * Work Experience: SaaS, customer service, public relations/communications

• Must be French speaking
• Maternity leave cover can be up to 76 weeks starting in July

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. , a network of over 1.1 billion influencers, in-depth monitoring, analytics and its and 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\xc2\xae, visit 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 and named a \xe2\x80\x9cTop Diversity Employer\xe2\x80\x9d for 2021 by .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 to learn about Cision\'s commitment to protecting personal data collected during the hiring process.

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