Technical Support Specialist

Overview

Company-wide events

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.

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 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.

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

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 Pitch Book

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…