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 modelling and encouraging desired behaviours 
• 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 prioritisation 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

Benefits at PitchBook:

Physical Health            

• Private medical insurance
• Dental scheme
• Additional medical wellness incentives 
• Life cover

Emotional Health 

• Paid sabbatical program after four years
• Paid parental leave 
• Education subsidies
• Robust training programs on industry and soft skills 
• Minimum 25 days annual leave and volunteer days

Social Health 

• Employee resource groups
• Company-wide events
• Employee referral bonus program  
• Quarterly team building events

Financial Health 

• 8% Pension contribution
• Income protection
• Shared ownership employee stock program 
• Transportation stipend

*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.

Working Conditions:

We believe our business and our culture are strongest when we work together in person. We also know that it’s helpful to have some flexibility to work remotely. Most roles work in the office 3+ days/week, and some are expected to work in the office 4-5 days/week. The current expectation for this role is that you are working in the office 3+ days/week and that you are in the office full-time during the training period, for which the length varies by role. During an initial phone screen, the team will discuss expectations for this specific position.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

Life At PB:

We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It’s our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning, and reflecting on what we’ve heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.

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