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Customer Support Specialist
Sofia, Bulgaria
At Brandwatch, a Cision product, we don’t just follow trends—we create them. Our people are at the heart of how we help brands around the world be seen and understood. We combine pioneering AI-driven consumer intelligence with industry-leading social media tools to empower our clients with the insights they need to make real-time, data-driven decisions.
Here, your voice matters. We foster a culture where innovation thrives, and ideas are transformed into action. Whether you’re analyzing AI-powered insights, building meaningful relationships with clients, or pushing the boundaries of what’s possible, your contributions will shape the future of social engagement.
Join us and be part of a team that’s redefining how brands connect with their audiences. Your growth is our success, and together, we’ll drive the conversations of tomorrow while creating authentic connections that matter.
Empower your impact at Brandwatch. Be seen, be understood, be you.
We are looking for a Customer Support Specialist to join our Customer Support team in Bulgaria! 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 communicate important information regarding customer challenges. The role involves working closely and collaboratively with the Tier 2, Engineering, Product, and Customer Success teams to provide our customers with the best possible user experience when working with our products
What you'll do:
- Handle complex requests and escalations while meeting customer timelines
- Assist customers and internal employees via phone, chat, and ticket process to resolve requests
- Create, optimize, and troubleshoot customer requests and dashboard builds by using Boolean logic
- Troubleshoot a variety of technical issues in powerful SaaS platforms, fixing issues for customers or escalating to Tier 2 and/or Engineering where needed
- Explain and educate customers on product functionality and refer them to relevant documentation
- Manage a queue of tickets, and keep customers regularly updated throughout the investigation of issues
- Escalate suggestions on new features to the Product team on behalf of our customers
- Assist in the creation and maintenance of technical documentation
- Assist Customer Success Managers with technical call requests
- Communicate and partner daily with global peers and leadership
- Maintain expert level product knowledge and continual learning
What you have:
- Fluent English language skills, as well as grammatically correct written skills
- Experience of working in a fast-paced Customer Support environment
- Experience in replying to and resolving customer issues over email, chat, and phone
- Highly organized, detail oriented, with a strong passion for customer care
- Ability to prioritize important customer requests easily
- The ability to quickly learn and understand new and robust technological solutions
- Flexibility to work outside of standard business hours where required
- Experience working remotely in a SaaS Customer Support environment
- Experience using, organizing, and maintaining multiple conversations via Zendesk, Live Chat tools, and JIRA or similar ticketing software
- Experience managing multiple high-priority requests simultaneously with ease
What we offer:
- Holiday - 25 days holiday and 4 Wellness days per year to encourage a healthy work-life balance!
- Possibility to work fully remote
- Health insurance + dental care
- Sodexo vouchers
- Option for an annual public transport card for the whole transport network
- Option for a Multisport card (employee covers only half the price)
- A variety of flexible benefits through Re:benefit platform using a monthly budget
- Excellent hardware bundle
- Full Calm subscription, 24/7 Employment Assistance Program
- Informal, friendly, welcoming environment focused on people, learning & development
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