Customer Support Specialist

About the role

As a , you will be an integral member of our Account Management and Customer Success team. Your primary responsibility will be to enhance the customer experience by addressing inquiries and resolving issues efficiently. This role encourages adaptability and continuous improvement, allowing you to focus on the needs of our clients. Your ability to collaborate effectively with both customers and team members will be crucial in building lasting relationships and ensuring satisfaction.

Key facts

What you'll do

• Assist clients through various communication channels, including phone, email, and chat, ensuring timely and effective support.
• Strive to meet quarterly performance metrics related to contact volume and service quality.
• Clearly articulate solutions and information in both written and spoken formats to resolve customer inquiries efficiently.
• Work closely with other support specialists to collaboratively address and troubleshoot customer issues.
• Maintain accurate records of customer interactions in Salesforce to aid in issue resolution and inform future product improvements.
• Collaborate with global teams to ensure that customer support is available during all business hours.
• Embody and promote the company's values and mission in all customer interactions and team collaborations.
• Participate in various internal projects and initiatives to enhance customer service and operational efficiency as needed.

Requirements

• A bachelor's degree is preferred, although relevant experience may be considered in lieu of formal education.
• A minimum of one year of experience in a customer service role is required.
• A strong focus on customer satisfaction and a genuine enthusiasm for engaging with clients.
• Ability to stay updated on industry trends and adapt to changes within the organization.
• Familiarity with Salesforce or other customer relationship management (CRM) systems is a plus.
• Excellent verbal and written communication skills, with a keen eye for detail.
• An interest in financial markets, particularly in areas like private equity and venture capital, is beneficial.
• Capability to work effectively under pressure while achieving desired outcomes.
• Strong organizational skills to prioritize tasks and manage high call volumes alongside other responsibilities.
• Ability to adapt to the corporate culture and adhere to established protocols.
• Comfort in interacting with a diverse customer base.
• A collaborative mindset, open to exploring innovative ideas for enhancing customer success.
• Proficiency in Microsoft Office Suite, particularly Outlook, Word, and Excel, along with a quick adaptability to new software.
• Candidates must have authorization to work in the United States without the need for visa sponsorship, either now or in the future.

Nice to have

• Experience in the financial services industry, particularly in roles related to customer support.
• Knowledge of investment banking or financial analysis principles.
• Previous experience with training or mentoring new team members.

Skills & tools

• Proficiency in Salesforce or similar CRM platforms.
• Strong command of the Microsoft Office Suite, especially Outlook, Word, and Excel.

Practical notes

• We offer a comprehensive health benefits package, including medical wellness incentives to support employee well-being.
• Employees are eligible for a paid sabbatical after four years of service, allowing for personal and professional growth.
• Paid family and paternity leave is available to support work-life balance.
• An annual educational stipend and tuition reimbursement options are provided to encourage continuous learning.
• Support for CFA exam fees is available for those pursuing professional development in finance.
• Our extensive training programs focus on enhancing both industry knowledge and soft skills to ensure employee success.
• We offer an employee assistance program, along with generous vacation, sick leave, and volunteer days to promote a healthy work-life balance.

Join PitchBook Data as a Customer Support Specialist and contribute to a team dedicated to providing exceptional service while advancing your career in a dynamic and supportive environment.