Customer Support Specialist

• Responding to customer enquiries via phone, email, and chat
• Owning support tickets from first contact through to resolution
• Identifying, reproducing, and reporting confirmed product issues to the R&D team
• Logging and tracking feature requests and customer feedback
• Following up with customers once issues are resolved or updates are available
• Delivering friendly, timely, and professional customer support
• Monitoring cases submitted to R&D and highlighting any SLA risks
• Escalating cases appropriately based on severity and business impact
• Building strong knowledge of the Cision product suite and newly released features
• Contributing to feature testing and sharing insights with the support team
• Updating internal documentation and the knowledge base
• Taking part in training sessions, team meetings, and cross-functional discussions
• Helping improve customer satisfaction and reduce churn

• A strong customer-first mindset and interest in customer support
• Proactive, organised, and comfortable taking ownership
• Able to work well in a fast-paced, changing environment
• Confident in managing priorities based on customer needs
• Previous experience in a customer-facing role
• Comfortable working with multiple teams to deliver a great customer experience
• Clear and confident communication skills, both written and verbal
• Positive attitude, strong work ethic, and willingness to learn
• A collaborative team player
• Good working knowledge of Microsoft Office (Word, Excel, PowerPoint)
• Fluent English (spoken and written)

additional languages are a plus, especially Spanish or Italian

• Pension Plan
• Health Insurance
• Life Insurance
• Meal Allowance
• Employee Assistance Programme (EAP)
• Cision Global Charitable Giving Program
• Headspace