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