Customer Support Specialist

Beltsville, Maryland, USA 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 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.

As a customer support representative, you will work directly with Cision customers to ensure they receive value from their Cision solution. This is accomplished by partnering with the customer to enhance the relevance of their setup, assist with building dashboards, troubleshooting technical issues, and consulting on best practices. As part of our team, you'll find yourself assisting Account Managers with technical call requests, monitoring customer engagement, providing feedback to the Account Management team, and providing customer training and demos on using Boolean logic and establishing best practives for overall customer success. Our successful team members configure customer accounts in searches and dashboards that drive valuable insights and enable cusotmer requested features in applicable platforms, providing value to all stakeholders.

You'll help us with:

  • Assist customers via phone, chat, and ticket process to resolve requests
  • Handle complex requests and escalations while meeting customer timelines
  • Create and optimize customer requests and dashboard builds by using Boolean logic
  • Partner with the Account Management and Onboarding teams to complete customer provisioning and platform support
  • Create and edit process documentation to assist customers on set up and how-to questions
  • Train team members on Boolean search builds and collaborate cross functionality to improve internal customer support processes
  • Communicate and partner daily with global peers and leadership
  • Maintain expert level product knowledge and continual learning

You'll be a good fit if you have:

  • Experience in a customer facing role enabling and troubleshooting requests
  • Organized and able to prioritize important customer requests easily
  • Self-starter and team player with the ability to work independently
  • Working with regional partners, customers, and peers

You'll be a great fit if you have:

  • 4 year degree from an accredited university
  • Background in Marketing
  • Experience with Boolean or other coding languages