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 ResponsibilitiesReply to customer inquiries via supported communication channels Identify, replicate, and report validated product issues to the R&D teamIdentify and log feature requestsFollow-up on customer inquiries upon issue resolution/feedback from R&DProvide outstanding service to our customers via prompt and value-adding interactions over phone, email and chatTake ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reachedMaintain an overview of submitted cases to R&D, and flag internal SLA breachesEscalate support cases based on severity levels and associated business risk assessmentsBe an expert on the Brandwatch product suite and its features as they are launched and engage in feature testsUpdate internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team membersParticipate and contribute to roundtables, calibration and training sessions within support and cross-functional departments