Technical Support Specialist Seattle, Washington

Overview

At Pitch Book, a Morningstar company, 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 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, Pitch Book is the place for you.

Customers are King! Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from Pitch Book. 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 Pitch Book platform.

As a Technical Support Specialist, you will provide direct technical support to our clients via phone and email. 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 Pitch Book to optimize the platform for customers worldwide.

• 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 integrations including CRM, Single Sign-on (SSO) and Security Assertion Markup Language (SAML); serve as the technical subject matter expert
• Collaborate with the support team with an emphasis on guiding and sharing expertise with fellow customer support specialists
• Investigate user-reported issues, document clear steps to reproduce issues, and provide concise case history
• Collaborate with Product and Engineering teams for product enhancements and bug fixes
• Use effective communication skills to engage with front-end application users, IT professionals, vendor partners, and internal teams
• Create documentation to help users become more efficient and self-sufficient
• Support the vision and values of the company through role modeling and encouraging desired behaviors
• Participate in various company initiatives and projects as requested

• 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
• Excellent verbal and written communication skills with a keen eye for detail
• Client-first attitude and a passion for engaging with customers
• Interest in financial markets or services, particularly private equity and venture capital
• Ability to operate with a strong sense of urgency and deliver results
• Strong prioritization skills to manage scheduled call volume in parallel with case work
• Comfortable engaging with a diverse array of customers
• Team player with a willingness to try new ideas to achieve success
• Proficiency with Microsoft Office Suite (Outlook, Word, Excel) and the ability to pick up new systems quickly
• Authorized to work in the United States without visa sponsorship now or in the future

Physical Health

• Additional medical wellness incentives
• STD, LTD, AD&D, and life insurance

Emotional Health

• Paid sabbatical after four years
• Paid family and paternity leave
• Annual educational stipend
• Tuition reimbursement eligibility
• CFA exam stipend
• Robust training programs on industry and soft skills
• Employee assistance program
• Generous vacation, sick, and volunteer days

Social Health

• Matching gifts program
• Employee resource groups
• Dependent Care FSA
• Employee referral bonus program
• Quarterly team building events
• Shared ownership employee stock program
• Monthly transportation stipend

Note:

Benefits and perk offerings are subject to plan documents and may change during employment.

This role is based in an office environment with in-person collaboration preferred. Offices are global; some roles are onsite full-time. This role is expected to be in the office five days a week. Limited travel may be required.

Pitch Book is an equal opportunity employer. We do not discriminate on the basis of protected status and comply with applicable EEO laws. We may collect voluntary self-identification information for affirmative action and reporting requirements. This information is confidential and will not affect hiring decisions.