Mid-Market Customer Support Specialist

Chicago, Illinois, USA Customer Support Full-time
Cision 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.

We are looking for associates who get excited at the idea of building relationships and helping customers be successful with Cision's products and solutions. Candidates who are motivated, welcome a challenge, and aren’t afraid of change will thrive in this role.

You'll help us with:

  • Demonstrate ownership and the ability to follow case issues to resolution and client satisfaction
  • Answer client questions and provide how-to help on various Cision products, with a focus on reducing customer effort
  • Troubleshoot technical issues and diagnose errors on various Cision products
  • Proper case management, workflow management, and prioritization
  • Adept at handling change from queue management practices to overall organizational change
  • Meet and exceed defined KPI goals that contribute to Cision’s overall success
  • Continuous improvement of skills and goals through Cision’s Service Excellence training and ongoing focus on Customer Experience and overall strategy

You'll be a good fit if you have:

  • Experience supporting customers in a SAAS environment preferred but not required
  • Experience in a support center environment preferred but not required
  • +2 years in a customer-facing position
  • Strong desire to create exceptional customer experiences
  • Skilled at identifying client’s needs and the dimensions of human interaction
  • Builds trust cross-departmentally and with clients
  • Ability to sense urgency and prioritize accordingly
  • Attention to detail and desire to identify the core of issues
  • Embraces feedback
  • Looks for tough assignments to improve skills and keeps product knowledge up-to-date
  • Exceptional written and oral communication skills with a focus on listening and questioning
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™ pledgeand 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.