The Customer Support team is an international, diverse team that are the first point of contact for all of the technical questions that clients have about the Talkwalker family products. We deal with all manor of requests that arrive with us, from across the world, striving to deliver the highest quality of customer service to all of these inquiries. We work closely and collaborate with nearly all the other departments in Talkwalker, helping us to be known as the gurus of the tools!
Talkwalker is a leading social listening & analytics company with over 2,000 clients globally. Through our AI-powered analytics platform, we gather data from the conversations that happen around brands - online, in the media, and within companies themselves - to uncover, understand, and action consumer insights. We are extremely international, with headquarters in Luxembourg and offices in New York City, San Francisco, Frankfurt, Paris, Singapore, and Tokyo.
Prioritise, troubleshoot and resolve technical issues
Provide support to all users of the platform
Investigate any occurring customer problems
Report issues and requests using ticketing systems
Respond in professional and timely manner to clients
Import, assess and assign leads and data into CRM systems
Optimise client projects and provide solutions for platform issues
Assist with the progression of in house developments for the tool
You are fluent in English and any other language is considered an advantage
You have gained 2-3 years of experience in customer support-related role ideally in the technology sector
You have great communications skills (written, spoken)
You are not afraid of tackling a variety issues with clients and enjoy getting these problems resolved
You have the drive and discipline to autonomously handle customer requests
You enjoy working in a dynamic and open communication culture
You show initiative in improving the products and customer service
You are self-motivated, focused, well-organised and simply get things done
What we offer:
Competitive base salary + bonus
100% Medical, Dental and Vision Plan coverage for employees
Paid Vacation and Sick Days
Summer Friday Program
FSA, HSA, Pre-tax commuter benefits
Wellness reimbursement for gym memberships
Paid Family Leave
1 Volunteering Day Per Year
Talkwalker was named a Leader among the top 10 social listening platforms in The Forrester Wave™: Social Listening Platforms, Q4 2020. This recognition validates everything that we are striving for – happy customers, a powerful and easy-to-use product, groundbreaking AI technology (from visual recognition to Conversation Clusters), and an abundance of clean and accurate social data.
Our colleagues come from 50+ different countries around the world, with a total headcount of over 400 employees. Being a rapidly-growing organization, our goal is to be 500+ employees by the end of 2021.
For more information, please visit our website, or our social media accounts.