Technical Support Specialist
Pitchbook
Job location
Seattle, WA
Job details
At PitchBook, we are always looking forward. We continue to innovate, evolve and invest in ourselves to bring out the best in everyone. We’re deeply collaborative and thrive on the excitement, energy and fun that reverberates throughout the company.
Our extensive mentorship, education and training programs help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there’s going to be some ambiguity along the way, but we excel when we challenge ourselves. We’re willing to take risks, fail fast and do it all over again in the pursuit of excellence.
If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.
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.
As a Technical Support Specialist, you will provide direct technical support to our clients via phone and email. As a Technical Support Specialist, you will work with the support team to solve the most technically complex customer issues. 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:
• Perform in-depth troubleshooting to identify and solve complex support issues that were escalated by other support levels
• Provide advanced technical support to our customers on a variety of integrations including CRM and Single Sign-On/Security Assertion Markup Language and serves as the technical subject matter expert
• Work collaboratively with support team with an emphasis on providing guidance and expertise to Tier 1 and Tier 2 specialists
• Support our clients by investigating user-reported issues, documenting clear steps to reproduce issues and providing clear and concise case history
• Collaborate with Product and Engineering teams for Product enhancements and bug fixes
• Use superb verbal and written communication skills to effectively communicate and collaborate with front-end application users, Information Technology professionals, vendor partners and internal teams
• Create documentation with a goal of making users more efficient and self-sufficient over time
Skills and Qualifications:
• Bachelor's degree
• 2+ years of experience in technical support or equivalent skills and knowledge
• Prior experience with CRM systems (Salesforce and Dynamics) and Single Sign-On/Security Assertion Markup Language a plus
• Excellent verbal and written communication skills with a keen eye for detail
• Client first attitude and love to engage with customers
• 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 prioritization skills to manage call volume in parallel with project work
• 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 in the Microsoft Office suite including Excel, Outlook and Word
Benefits at PitchBook:
Physical Health
• Comprehensive health benefits
• Additional medical wellness incentives
• STD, LTD, AD&D and life insurance
Emotional Health
• 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
Social Health
• Matching gifts program
• Employee resource groups
• Subsidized emergency childcare
• Dependent Care FSA
• Company-wide events
• Employee referral bonus program
• Quarterly team building events
Financial Health
• 401k match
• Shared ownership employee stock program
• Monthly 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.
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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