Customer Support Specialist

We are looking for a Customer Support Specialist to provide direct customer support via phone, email, and chat to existing PitchBook clients. The role involves troubleshooting customer issues, ensuring the best possible customer experience, and informing product improvements.

Requirements

• 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

Benefits

• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance
• Paid sabbatical program after four years
• Paid family and paternity leave
• Annual educational stipend
• Ability to apply for tuition reimbursement
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous allotment of vacation days, sick days, and volunteer days
• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events
• 401k match
• Shared ownership employee stock program
• Monthly transportation stipend