Mid-Market Customer Support Coordinator

Cision US Chicago, Illinois


Description

Position at Cision US

Mid-Market Support Specialist –  Chicago, IL

Cision a leading global provider of software and services to communications and marketing professionals. Our flagship product, the Cision Communications Cloud, is an industry-leading comms platform that delivers best-in-class earned media monitoring and analytics, a comprehensive media and influencer contact database, newswire distribution, business results attribution capabilities, and much more. 

Responsibilities:

We are looking for associates who get excited at the idea of building relationships and helping customers be successful with Cision's products and solutions. Candidates who are motivated, welcome a challenge, and aren’t afraid of change will thrive in this role. Below are the main responsibilities:

  • Demonstrate ownership and the ability to follow case issues to resolution and client satisfaction
  • Answer client questions and provide how-to help on various Cision products, with a focus on reducing customer effort
  • Troubleshoot technical issues and diagnose errors on various Cision products
  • Proper case management, workflow management, and prioritization
  • Adept at handling change from queue management practices to overall organizational change
  • Meet and exceed defined KPI goals that contribute to Cision’s overall success
  • Continuous improvement of skills and goals through Cision’s Service Excellence training and ongoing focus on Customer Experience and overall strategy

 

Qualifications:

  • Experience supporting customers in a SAAS environment preferred but not required
  • Experience in a support center environment preferred but not required
  • +2 years in a customer-facing position
  • Strong desire to create exceptional customer experiences
  • Skilled at identifying client’s needs and the dimensions of human interaction
  • Builds trust cross-departmentally and with clients
  • Ability to sense urgency and prioritize accordingly
  • Attention to detail and desire to identify the core of issues
  • Embraces feedback
  • Looks for tough assignments to improve skills and keeps product knowledge up-to-date
  • Exceptional written and oral communication skills with a focus on listening and questioning

 

Company Insights:

What we offer our employees is a place to grow in the very exciting field of public relations and cutting-edge software support. Once you’re done solving your client’s challenges, why not head down the hallway to shoot some hoops on our indoor basketball court or relax in our spa room gazing at our tropical fish tank.

  • State-of-the-art office
  • Medical, dental, vision
  • FSA (Health & dependent care)
  • Life & disability insurance
  • 401(k)
  • Flexible PTO and work arrangements
  • Casual work environment
  • Tuition reimbursement & professional training

The Cision Story:

Cision is a leading media communication technology and analytics company that enables marketers and communicators to effectively manage their earned media programs in coordination with paid and owned channels to drive business impact. As the creator of the Cision Communication Cloud™, the first-of-its-kind earned media cloud-based platform, Cision has combined cutting-edge data, analytics, technology and services into a unified communication ecosystem that brands can use to build consistent, meaningful and enduring relationships with influencers and buyers in order to amplify their marketplace influence. Cision solutions also include market-leading media technologies such as PR Newswire, Gorkana, PRWeb, Help a Reporter Out (HARO) and iContact. Headquartered in Chicago, Cision serves over 100,000 customers in 170 countries and 40 languages worldwide, and maintains offices in North America, Europe, the Middle East, Asia, Latin America and Australia. For more information, visit www.cision.com or follow @Cision on Twitter.

EEO/AA employer M/F/D/V, 41 CFR 60–1.4 0–1.4