Technical Support Specialist

PitchBook Data•Seattle, WA

11d•Onsite

About The Position

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform. As a Technical Support Specialist, you will provide direct technical support to our clients via phone and email. As a Technical Support Specialist, you will work with the support team to solve the most technically complex customer issues. 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

Bachelor’s degree or equivalent experience
2+ years of experience in technical support or equivalent skills and knowledge
Have excellent verbal and written communication skills with a keen eye for detail
A client first attitude and love to engage with customers
Interested in financial markets or services, particularly private equity and venture capital
Ability to operate with a strong sense of urgency and deliver results
Have terrific prioritization skills to manage scheduled call volume in parallel with case work
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

Prior experience with CRM systems (Salesforce and Dynamics) and SAML/SSO a plus

Responsibilities

Perform in-depth troubleshooting to identify and solve complex support issues that were escalated by other support levels
Provide advanced technical support to our customers on a variety of integrations including CRM, Single Sign-on (SSO) and Security Assertion Markup Language (SAML) and serve as the technical subject matter expert
Work collaboratively with support team with an emphasis on providing guidance and expertise to fellow customer support specialists
Support our clients by investigating user-reported issues, documenting clear steps to reproduce issues and providing clear, concise case history
Collaborate with Product and Engineering teams for Product enhancements and bug fixes
Use superb communication skills, both oral and written, to effectively communicate and collaborate with front-end application users, IT professionals, vendor partners, and internal teams
Create documentation with a goal of making users more efficient and self-sufficient over time
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested
Support the vision and values of the company through role modeling and encouraging desired behaviors
Participate in various company initiatives and projects as requested