About the role
Cision is a global leader in PR, marketing, and social media management technology. We help brands and organizations connect with their audiences, track their impact, and manage their communications.
We are looking for a Customer Support Advisor to join our team in India for the night shift. This is a fully remote role where you will provide exceptional customer support through email, chat, and phone.
Responsibilities as Customer Support Advisor
Customer Interaction & Support
- Respond promptly to customer inquiries through supported communication channels (phone, email, and chat).
- Provide high-quality customer service and ensure customer satisfaction.
- Explain technical details in an easy-to-understand manner for non-technical customers.
- Take ownership of customer issues and follow through until resolution.
Technical & Product Knowledge
- Identify, replicate, and report product issues to the R&D team.
- Stay updated with the latest features and functionalities of Cision's product suite.
- Log feature requests based on customer feedback.
- Participate in internal knowledge-sharing sessions.
Issue Resolution & Escalation
- Investigate customer issues, diagnose problems, and offer solutions.
- Escalate issues to the appropriate teams when needed.
- Follow up on customer tickets until resolution is achieved.
Collaboration & Process Improvement
- Maintain an overview of submitted cases and ensure they meet service level agreements (SLAs).
- Work closely with cross-functional teams such as Technical Product Specialists and R&D.
- Contribute to internal documentation to improve support processes.
- Participate in team meetings, training, and feedback sessions.
Qualifications & Skills: Customer Support Advisor
Mandatory Requirements:
- Strong communication skills in English (verbal and written).
- Experience in customer service, technical support, or a related field.
- Ability to work night shifts (IST timezone).
- Comfortable with remote working.
- Tech-savvy and able to quickly learn new software tools.
- Problem-solving mindset with attention to detail.
Preferred Qualifications:
- Prior experience in SaaS or technology-based customer support.
- Knowledge of CRM tools like Zendesk, Freshdesk, or Salesforce.
- Familiarity with social media monitoring or PR tools.
- Ability to work in a fast-paced and team-oriented environment.
About the company
Cision is a global leader in PR, marketing, and social media management technology. We help brands and organizations connect with their audiences, track their impact, and manage their communications.
