Customer Support Specialist

PitchBook Data•Seattle, WA

8d•Onsite

About The Position

PitchBook’s Customer Support Specialist Tier 1 provides direct customer support via phone, email, and chat to existing PitchBook clients. You will work with the support team to troubleshoot customer issues and ensure the best possible customer experience. You work at the front lines, providing real time assistance to clients in need. Customer experience pain points you identify will inform product improvements and allow PitchBook to optimize the platform for customers worldwide.

Requirements

1+ years of experience in a customer service role
A client first attitude and enjoy engaging with customers
Ability to stay updated with changing industry and financial market trends while adapting to internal organizational updates and changes
Excellent verbal and written communication skills with a keen eye for detail
Interested in financial markets or services, particularly private equity and venture capital
Ability to operate with a strong sense of urgency and deliver results
Terrific prioritization skills to handle high call volume in parallel with project work
Ability to adapt to a corporate culture and seamlessly adopt guidelines and processes set forth by the organization
Comfortable to engage with a diverse array of customers
Team player with the desire to try new ideas in order to achieve greater levels of success
Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word, and Excel with the ability to pick up new systems and software easily
Must be authorized to work in the United States without the need for visa sponsorship now or in the future

Nice To Haves

Bachelor’s degree preferred
Prior experience with Salesforce or similar CRM preferred

Responsibilities

Respond to chat, phone, and email contacts from customers
Achieve contact volume and quality goals measured quarterly
Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues
Work collaboratively with other support specialists to resolve customer questions and issues
Work continuously to document the details of each interaction in Salesforce to easily research customer issues and to inform product improvements
Partner with global teams to ensure continuous support availability during required business hours
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested