Customer Support Specialist

| Seattle, WA
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At PitchBook we work to provide global professionals with comprehensive data on the entire venture capital, private equity and M&A landscape so they can discover and execute opportunities with confidence. We credit our success and rapid growth to our cutting-edge products, customer centered attitude and ability to embrace and drive change.
In just over a decade, PitchBook has reached over 3,500 people with offices worldwide, and we're not slowing down! Consistently recognized as a Best Place to Work, our culture is at the heart of our success and is driven by excellence, inclusion and fun. At PitchBook we're committed to fostering an open and collaborative work environment.
About the Role:
"Customers are King!" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook Platform.
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 in order 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 or equivalent experience
  • A client-first attitude and enjoy engaging with customers
  • Prior experience with Salesforce or similar CRM preferred
  • Have 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
  • Have terrific prioritization skills to high call volume in parallel with project work
  • Comfortable engaging with a diverse array of customers
  • Team player with the desire to try new ideas in order to achieve greater levels of success
  • Knowledge of the Microsoft Office suite including Outlook, Word and Excel

If you are ready to start the conversation about how you might contribute to all the happenings at PitchBook, submit your resume today! PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.
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More Information on PitchBook
PitchBook operates in the Fintech industry. The company is located in Seattle, WA, San Francisco, CA and New York, NY. PitchBook was founded in 2007. It has 2203 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Friends outside of work, Eat lunch together, Intracompany committees and Daily sync. To see all 18 open jobs at PitchBook, click here.
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