The Customer Support Specialist handles customer inquiries, escalates issues, collaborates with R&D, and maintains a knowledge base for product 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
Top Skills
Customer Support Software
Similar Jobs
Information Technology • Internet of Things • Marketing Tech
The Senior Customer Support Specialist provides advanced technical support for escalated product tickets, assists in resolving customer issues, and documents troubleshooting steps while collaborating with the support and product teams.
Top Skills:
Api KeysAPIsCurlGraphQLHTTPHttpsJavaScriptJSONJwtOauthPostmanPythonRestSoapXML
Artificial Intelligence • Consumer Web • Machine Learning • Productivity • Sales • Software • Analytics
The Product Support Specialist interacts with customers to provide support, gathers feedback for product improvement, and collaborates with internal teams to enhance user experience.
Top Skills:
CodingProduct Support
Blockchain • Fintech • Payments • Financial Services • Cryptocurrency
The role involves providing customer support, resolving issues, managing client requests, and maintaining communication while achieving quarterly KPIs.
Top Skills:
JIRASalesforce
What you need to know about the Delhi Tech Scene
Delhi, India's capital city, is a place where tradition and progress co-exist. While Old Delhi is known for its rich history and bustling markets, New Delhi is defined by its modern architecture. It's clear the region places a strong emphasis on preserving its cultural heritage while embracing technological advancements, particularly in artificial intelligence, which plays a central role in shaping the city's tech landscape, fueled by investments in research and development.