Customer Support Specialist at PitchBook in Seattle, WA

Summary: PitchBook, a Morningstar company, is committed to innovation and collaboration. The Customer Support Specialist Tier 1 role involves providing direct customer support and troubleshooting issues to enhance the customer experience. 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 Required Qualifications: - 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 - Excellent verbal and written communication skills with a keen eye for detail - 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 Preferred Qualifications: - Bachelor's degree preferred - Prior experience with Salesforce or similar CRM preferred - Interested in financial markets or services, particularly private equity and venture capital Required Skills: Customer service experience, Salesforce proficiency Important Skills: Microsoft Office proficiency, Verbal communication, Written communication Nice-to-Have Skills: Prioritization skills, Client first attitude, Interest in financial markets, Team player, Adaptability Benefits: Comprehensive health benefits, Additional medical wellness incentives, STD, LTD, AD&D, and life insurance, Paid sabbatical program after four years, Paid family and paternity leave, Annual educational stipend, Ability to apply for tuition reimbursement, CFA exam stipend, Robust training programs on industry and soft skills, Employee assistance program, Generous allotment of vacation days, sick days, and volunteer days, Matching gifts program, Employee resource groups, Subsidized emergency childcare, Dependent Care FSA, Company-wide events, Employee referral bonus program, Quarterly team building events, 401k match, Shared ownership employee stock program, Monthly transportation stipend