About the Position
Our Client Support Associates work within Client Success to help advocate and troubleshoot for FiscalNote’s platform. They are the first line of defense for client feedback and are integral in identifying issues, discussing enhancements, and keeping clients happy. White glove service is the name of the game, and it’s up to our Client Support Associates to ensure that at the end of every interaction, clients are resolute in their decision to partner with FiscalNote.
About the Client Support Team
The FiscalNote Client Support team is dedicated to providing a holistic, supportive experience to our clients. From onboarding to crafting strategic best practices to comprehensive technical support, the team strives to put the client’s needs first every day. We are dynamic, hard-working, and driven individuals who thrive in an open team structure with constant learning opportunities and room for growth. For us, client success is about taking on new challenges, helping our clients as much as possible, and having fun while we do it.
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About You
Empathetic, Customer-focused, and Driven. Like an old sage sitting on top of a mountain, your years of honing your empathy and your passion for learning new tricks have made you a constant resource for friends and family members throughout your life. Guessing isn’t good enough; detailed, concise answers are your winning formula. You can think on your feet, locate solutions for clients quickly, and articulate those solutions accurately.
What To Expect In This Position
- Manage Support requests through email, phone, and chat channels
- Conduct troubleshooting calls, chats, and emails
- Interface with Product/Engineering to meet user needs
- Maintain Knowledge Base (Help Center) to empower self-service UX
- Report on user interaction data from Support tools (Zendesk)
- Recommend software and process improvements to users
- Track client issues and resolutions
- Ensure high levels of Customer Satisfaction with every conversation
- Deliver white glove service to each client
What Sets You Apart
- 1-2 years work experience in support role
- Prior knowledge about customer support and help desk industry preferred
- Ability to manage and assign priority to urgent tasks
- Excellent clarity in communication and telephone/email etiquette
- A knack for developing rapport and appropriately employing empathy
- Love of data and experience using it for informed process change
- Proactive at resolving issues and with high energy and technical acumen
- Proficiency with Zendesk or related help desk software preferred
- Experience with Content Management Systems a plus
- Passion for government processes, civic engagement, and data
- Experience with data analytics a plus