Do you enjoy communicating, are you passionate about good service and want to grow and develop in an international workplace while being part of a friendly and close-knit team? Keep reading!

We are looking for a service-minded and driven full-time Customer Support Advisor to join our Customer Support Team at Falcon’s HQ in Copenhagen. This role will cover a critical timeframe as it will overlap the European and American time zones. The shifts will be taking place from 11:00 CET – 19:00 CET.

The Support Team at Falcon.io is a part of the Customer Experience department and is comprised of dedicated, passionate and curious people, who take pride in going the extra mile in order to deliver outstanding service to our diverse and highly interactive customer base.

As a Customer Support Advisor, reporting to the Team Lead of Support, you are working within the boundaries of 1st Tier Support, while in close collaboration with 2nd Tier Senior Support Specialists, Customer Experience and R&D to provide world class real-time support to our global customers.

What you'll do:

• Provide outstanding service to our customers

• Take support tickets through to resolution

• Be involved in troubleshooting and investigating problems

• Escalate support cases based on severity levels and associated business risk assessments

• Be an expert on Falcon.io product and features as they are launched

• Update internal knowledge base with new relevant insights in order to enhance knowledge sharing across all support team members

• Be the voice of the customer by logging and advocating for feature requests

You will be a good fit if you have:

• Availability to work from 11:00 CET – 19:00 CET and flexibility to work on-call when necessary

• Customer-centric mindset with a passion to help and provide a good service

• Outstanding written and verbal English communication skills - Danish is a plus, but not a requirement

• Curiosity and technical aptitude – you are eager to quickly learn and implement new technologies

• An eye for the detail, proactivity and enjoy being involved in multiple tasks at the same time

• The ability to quickly assess a situation and create a sense of urgency for rapid resolution

• Team spirit and good sense of humor

• The ability to effectively communicate with internal/external stakeholders - and you do perceive cross-continental communication as a welcomed challenge!

What we offer:

• A close-knit team of helpful colleagues with dry and nerdy humor

• Open, informal and multinational working environment

• An opportunity to work with companies of all sizes including large international brands in a cross-border context

• High level of responsibility and excellent career opportunities

• Social events like Friday bar, company outings and more

• An office space housed in the old Danish Design Center, directly opposite Tivoli Gardens in central Copenhagen

• The Falcon Feed: our in-house canteen providing up to 3x meals per day, including drinks and healthy snacks

About Falcon.io

Falcon.io provides a unified SaaS platform for social media listening, engaging, publishing and managing customer data. We enable our clients to explore the full potential of digital marketing by managing multiple customer touch points from one platform. Our platform has already achieved great international traction in the market, with its technology endorsed by partnerships with Facebook, Twitter and Instagram.

Founded as Falcon Social in Copenhagen in 2010, we now also have offices in New York City, Berlin, Budapest, Sofia and Melbourne. We’re a highly diverse team, and we’re always looking for passionate and curious people who want to be part of a fast-paced, high-energy environment. We joined the Cision family in January 2019, and together we help brands build better relationships with their customers.