The Customer Support Specialist is responsible for providing first-tier customer support, responding to inquiries, managing support tickets, and collaborating with the R&D team to resolve product issues. The role includes following up with customers, logging feature requests and maintaining an internal knowledge base for improved support.
As a Customer Support Specialist, reporting into Support Management, you are working within the boundaries of 1st tier support, while in close collaboration with Technical Product Specialists, Customer Experience and our fantastic R&D team.
Primary Responsibilities
- Reply to customer inquiries via supported communication channels
- Identify, replicate, and report validated product issues to the R&D team
- Identify and log feature requests
- Follow-up on customer inquiries upon issue resolution/feedback from R&D
- Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat
- Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached
- Maintain an overview of submitted cases to R&D, and flag internal SLA breaches
- Escalate support cases based on severity levels and associated business risk assessments
- Be an expert on the Brandwatch product suite and its features as they are launched and engage in feature tests
- Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members
- Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments
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