Crimson Hexagon: Product Support Specialist

About Brandwatch

Brandwatch is the worlds pioneering digital consumer intelligence suite, helping over 2,000 of the worlds most admired brands and agencies including Unilever, Walmart and Dell to make insightful, data-driven business decisions.

The company has made three acquisitions to date: PeerIndex (2013), BuzzSumo (2017) as a standalone content marketing platform, and Qriously (2019) to add global survey capabilities. Additionally, the company was bolstered by its merger with Crimson Hexagon (2018) to create the most comprehensive AI-powered social intelligence solution.

Brandwatch has offices around the globe including Brighton, Boston, New York, London, Berlin, Stuttgart, Paris, Madrid, Sydney and Singapore.

We are looking for a smart and enthusiastic Product Support Specialist to join our Product Support team in Boston. As a main point of contact for our customers, team members in this role will provide high level technical assistance with our products, but also gather and share important information regarding customer challenges.

The role involves working closely and collaboratively with the Technical Support, 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 levels
  • Troubleshoot a variety of technical issues in powerful SaaS platforms, fixing issues for customers or escalating to Technical Support where required
  • Explain and educate customers on product functionality and refer them to relevant documentation
  • Keep customers regularly updated throughout the investigation of issues
  • Work and communicate effectively within the larger Brandwatch team
  • Escalate suggestions on new features to the Product team on behalf of our customers
  • Assist in the creation and maintenance of technical documentation

The ideal candidate will have:

  • BA/BS General Studies, Liberal Arts or Business related disciplines
  • Fluent in English - written and oral
  • Comfortable in working in a fast-paced Product Support environment
  • Experienced in responding to and resolving customer issues over email
  • Excellent written and oral communication skills
  • Creative and efficient problem solving skills
  • The ability to quickly learn and understand new technologies
  • A positive, self-starter attitude with good organization skills and attention to detail
  • Flexibility to work outside of standard business hours where needed

Nice to have:

  • Experience using Zendesk and JIRA or similar ticketing software
  • Knowledge of technical languages, such as PSQL and JavaScript

What we offer:

Benefits: We offer a customizable set of benefits, including health/dental/vision coverage, 401K/retirement funds, generous paid vacation, and commuter benefits.

Culture: Brandwatch is a place where the lines between work and fun are blurred. As a growing international company, with 8 offices across the globe, communication is key to ensure everyones voices are heard, and helps us maintain our flat structure. We listen and learn. We develop our staff. We care about everything, and above all we support each other.

Working for Brandwatch: Brandwatch in Boston operates with the highest level of integrity and keep our code of ethics in mind for everything that we do. Our light-filled office has a kitchen bursting with snacks, fresh fruit, and fridge stocked with drinks and, of course, coffee.

To all recruitment agencies: Brandwatch does not accept agency resumes. Please do not forward resumes to our jobs alias or Brandwatch employees. Brandwatch is not responsible for any fees related to unsolicited resumes.

Full-time