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FiscalNote (NYSE: NOTE) is a leading technology provider of global policy and market intelligence.
The Role
The Client Support Associate manages support requests, conducts troubleshooting, interfaces with product teams, maintains knowledge bases, and ensures customer satisfaction, while leveraging empathy and technical skills.
Summary Generated by Built In
About the Position
Our Client Support Associates work within Client Success to help advocate and troubleshoot for FiscalNote’s platform. They are the first line of defense for client feedback and are integral in identifying issues, discussing enhancements, and keeping clients happy. White glove service is the name of the game, and it’s up to our Client Support Associates to ensure that at the end of every interaction, clients are resolute in their decision to partner with FiscalNote.
About the Client Support Team
The FiscalNote Client Support team is dedicated to providing a holistic, supportive experience to our clients. From onboarding to crafting strategic best practices to comprehensive technical support, the team strives to put the client’s needs first every day. We are dynamic, hard-working, and driven individuals who thrive in an open team structure with constant learning opportunities and room for growth. For us, client success is about taking on new challenges, helping our clients as much as possible, and having fun while we do it.
About You
Empathetic, Customer-focused, and Driven. Like an old sage sitting on top of a mountain, your years of honing your empathy and your passion for learning new tricks have made you a constant resource for friends and family members throughout your life. Guessing isn’t good enough; detailed, concise answers are your winning formula. You can think on your feet, locate solutions for clients quickly, and articulate those solutions accurately.
What To Expect In This Position
- Manage Support requests through email, phone, and chat channels
- Conduct troubleshooting calls, chats, and emails
- Interface with Product/Engineering to meet user needs
- Maintain Knowledge Base (Help Center) to empower self-service UX
- Report on user interaction data from Support tools (Zendesk)
- Recommend software and process improvements to users
- Track client issues and resolutions
- Ensure high levels of Customer Satisfaction with every conversation
- Deliver white glove service to each client
What Sets You Apart
- 1-2 years work experience in support role
- Prior knowledge about customer support and help desk industry preferred
- Ability to manage and assign priority to urgent tasks
- Excellent clarity in communication and telephone/email etiquette
- A knack for developing rapport and appropriately employing empathy
- Love of data and experience using it for informed process change
- Proactive at resolving issues and with high energy and technical acumen
- Proficiency with Zendesk or related help desk software preferred
- Experience with Content Management Systems a plus
- Passion for government processes, civic engagement, and data
- Experience with data analytics a plus
Excited about this role, but don't meet 100% of the expected qualifications listed above? We'd still love for you to apply!
When applying to FiscalNote, rest assured that your application is reviewed by a living, breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns? Contact recruiting.team@fiscalnote.com, we'd be happy to connect!
As part of FiscalNote's commitment to creating an accessible and inclusive hiring process, we strive to provide reasonable accommodations for persons with medical conditions or disabilities that will enable their access to the hiring process. If you need an accommodation, please send an email to recruiting.team@fiscalnote.com to let us know the nature of your request.
About FiscalNote
FiscalNote (NYSE: NOTE) is a leader in policy and global intelligence. By uniquely combining data, technology, and insights, FiscalNote empowers customers with critical insights and the tools to turn them into action.
Home to CQ, FrontierView, VoterVoice, and many other industry-leading brands, FiscalNote helps organizations stay ahead of political and business risk.
At FiscalNote, We Lead with Values
Know your Audience ∙ Find the Truth ∙ Drive Alignment ∙ Level Up ∙ Own the Job ∙ Bias for Action ∙ Support the Family
Company Benefits
FiscalNote supports our people by enabling team members with flexibility and benefits to promote well-being and balance, ensuring all FiscalNoters can bring their authentic selves to work. We start by offering competitive salaries, retirement accounts, and equity packages to ensure we’re all FN owners. Plus, our comprehensive benefits packages align with regional requirements and expectations no matter where you are located across the globe. Learn more at https://careers.fiscalnote.com/benefits/.
FiscalNote values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, religious beliefs, disability, sexual orientation or age. FiscalNote is an EEOC employer.
FiscalNote uses E-Verify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-Verify.
Top Skills
Content Management Systems
Zendesk
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The Company
What We Do
FiscalNote (NYSE: NOTE) is a leading technology provider of global policy and market intelligence. By uniquely combining AI technology, actionable data, and expert and peer insights, FiscalNote empowers customers to manage policy, address regulatory developments, and mitigate global risk. Since 2013, FiscalNote has pioneered technology that delivers mission-critical insights and the tools to turn them into action.
Home to CQ, Equilibrium, FrontierView, Oxford Analytica, VoterVoice, and many other industry-leading brands, FiscalNote serves more than 5,000 customers worldwide with global offices in North America, Europe, Asia, and Australia. To learn more about FiscalNote and its family of brands, visit FiscalNote.com and follow @FiscalNote.
