New Customer Support Specialist

About the Role:

As a member of our Account Management & Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management & Customer Success team members. If this sounds like you, join us!

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.

Primary Job 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

Skills and Qualifications:

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