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Customer Support Executive

Do you aim to be our customer's hero whenever they are in need? Are your super powers clear communication and thorough troubleshooting skills? Would you like to team up with the other super heroes in our Product, Development and Customer Success team?
If so, you might be the detail-oriented, technically savvy problem-solver that we are looking for!
What you'll do?
Your responsibilities will include:
Helping our customers by providing functional support to all Clarabridge customers, business partners and internal team members via Email and Live Chat. This requires being able to think as the customer, and come up with a workaround if no immediate solution is available.
Provide top-notch client communications, responsive follow-through on all issues and actions, and collaborative extensively to resolve all client issues.
Investigate and troubleshoot technical issues by working closely with the engineering team.
Make new friends! As the internal customer advocate to Product Management, Engineering, Sales, Services and Executive Management, it's your job to ensure that the teams building and selling our product fully understand what our customers want from our product.
Become a Clara-nerd. You'll be in charge of managing the knowledge base and all the other external delivery methods that help our customers utilize best practices
In co-operation with the development team, you will profoundly test new features on stability and user friendliness.
Skills & Experience we are looking for:
Social media savant with a strong knowledge of Facebook, Twitter, Instagram and other social networks.
Customer centric and a proactive mindset
Excellent communication skills in Dutch and English, other languages (French, Spanish, German, Arabic) are a plus.
Outstanding follow through and organizational ability.
Stress-resilient & multitasker ? in case of a major outage you will need to manage external communications.
You have a bachelor's degree or have equivalent years of experience in a technical customer support role.
An inquisitive and analytical mind & troubleshooting skills
A hunger to acquire (technical) knowledge in topics such as Social Network APIs, Debugging via developer toolbar, network tab, console, etc.
Previous experience in a customer facing and/or technical role is a plus
What we offer?
Full-time position, long term contract in one of the coolest offices in the center of Ghent.
Competitive salary, with a great package of extra benefits.
Exciting product, built on exciting technologies, with a ton of opportunities.
Environment where thinking about the future of our products is encouraged and needed.
You'll end up working with a group of young people, who see each other as more as than just coworkers. We like to organize movie nights, we don't just do Fri-yay drinks on Fridays only, and lunch breaks are always accompanied someone playing on the Xbox. We might not be a start-up anymore, but we do still have the 'play hard, work hard' mentality.
About CX Social
The Clarabridge CX Social team builds a customer care tool for social media. Our clients use our software to be able to respond to the incoming questions and complaints on their Facebook pages, Twitter accounts, Instagram profiles, a.o. These clients often have a high volume of messages, on several social profiles. We try to make those people's lives easier by offering automation tools, smart routing of messages and reply suggestions, among others.
CX Social is one of the products of Clarabridge, and in the broader context of the company we focus on all types of customer feedback (like survey results and call transcriptions), and offer advanced data modelling and dashboarding features.

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