The Customer Support Specialist is responsible for addressing customer inquiries through various channels, identifying and documenting product issues, and collaborating with the R&D team to enhance customer experience. They take ownership of support tickets, maintain case logs, and contribute to knowledge sharing within the support team.
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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What you need to know about the Melbourne Tech Scene
Home to 650 biotech companies, 10 major research institutes and nine universities, Melbourne is among one of the top cities for biotech. In fact, some of the greatest medical advancements were conceptualized and developed here, including Symex Lab's "lab-on-a-chip" solution that monitors hormones to predict ovulation for conception, and Denteric's vaccine for periodontal gum disease. Yet, the thousands of people working in the city's healthtech sector are just getting started, to say nothing of the tech advancements across all other sectors.
