Technical Support Specialist

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, Single Sign-on (SSO) and Security Assertion Markup Language (SAML) and serve as the technical subject matter expert
• Work collaboratively with support team with an emphasis on providing guidance and expertise to fellow customer support specialists
• Support our clients by investigating user-reported issues, documenting clear steps to reproduce issues and providing clear, concise case history
• Collaborate with Product and Engineering teams for Product enhancements and bug fixes
• Use superb communication skills, both oral and written, to effectively communicate and collaborate with front-end application users, IT professionals, vendor partners, and internal teams
• Create documentation with a goal of making users more efficient and self-sufficient over time
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested
• 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
• 2+ years of experience in technical support or equivalent skills and knowledge
• Prior experience with CRM systems (Salesforce and Dynamics) and SAML/SSO a plus
• Have excellent verbal and written communication skills with a keen eye for detail
• A 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
• Have terrific prioritization skills to manage scheduled call volume in parallel with case 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 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

Benefits + Compensation 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.

Compensation

• Annual base salary: $75,000
• Target annual bonus percentage: 7.5%

Working Conditions:

At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments-those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices-that simply can't be replicated remotely. This role is expected to be in the office 5 days a week.

The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.

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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