Technical Support Specialist
PitchBook Data
Seattle, WA
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JOB DETAILS
SALARY
$75,000–$75,000.01 Per Year
JOB TYPE
Full-time, Employee
SKILLS
Business Development, CRM Integration, Communication Skills, Customer Experience, Customer Relationship Management (CRM) Systems, Customer Support/Service, Detail Oriented, Diversity, Documentation, Employee Assistance Plan, Financial Services, Flexible Spending Accounts, Identify Issues, Matching Gift Programs, Mentoring, Microsoft Excel, Microsoft Office, Microsoft Outlook, Microsoft Word, Onboarding, People Management, Presentation/Verbal Skills, Problem Solving Skills, Product Engineering, Salesforce.com, Security Assertion Markup Language (SAML), Single Sign-On (SSO), Stock Market, Team Player, Technical Support, Training Program, Tuition Reimbursement, User Interface/Experience (UI/UX), Venture Capital, Writing Skills
LOCATION
Seattle, WA
POSTED
30+ days ago
Our extensive learning programs and mentorship opportunities 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, 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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PitchBook appreciates and respects diversity, and as such, we are an equal opportunity employer.
About the Company
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