Customer Support Specialist EMEA

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Job description

We are looking for a smart and enthusiastic Customer Support Specialist to join our Customer Support team in Brighton.As a main point of contact for our customers, team members in this role will provide high level technical assistance for our products, but also gather and share important information regarding customer challenges.The role involves working closely and collaboratively with the Engineering and Customer Success teams to provide our customers with the best possible user experience when working with our products.Responsibilities:Answer customer questions accommodating and adapting responses to a wide range of customer skill levelsTroubleshoot a variety of technical issues in powerful SaaS platforms, fixing issues for customers or escalating to Engineering where requiredExplain and educate customers on product functionality and refer them to relevant documentationKeep customers regularly updated throughout the investigation of issuesWork and communicate effectively within the larger Brandwatch teamEscalate suggestions on new features to the Product team on behalf of our customersAssist in the creation and maintenance of technical documentationThe ideal candidate will have:Fluent English language skills - written and oralExperience of working in a fast-paced Customer Support environmentExperience in responding to and resolving customer issues over emailExcellent written and oral communicationCreative, efficient problem solving skillsThe ability to quickly learn and understand new technologiesA positive, self-starter attitude with good organisation and attention to detailFlexibility to work outside of standard business hours where requiredNice to have:Experience using Zendesk and JIRA or similar ticketing softwareFluent German,French or Spanish language skills - written and oralBachelor's degree in any related disciplinesThe requirements listed in job descriptions are guidelines. If your skills are transferable and you are in the ballpark with the number of years of experience the company's looking for, please apply and gain the opportunity to be considered.At Brandwatch, we offer flexible and remote working, a competitive benefits package, an extensive people development program, including LinkedIn Learning for every employee and in-house courses such as our Brandwatch Leadership Development program, and community-focused groups, such as our Diversity & Inclusion and Green committees.Working at Brandwatch: Our values are about being authentic, bold, and creative. And we believe these values are best embodied by enabling people to do their best work in an environment that works for them. Whether fully remote, within one of our global offices, or a combination of the two, we have the tools and resources to make working to these values both possible and enjoyable.INDMUK