Senior Customer Support Specialist

Who you are

• This role is great for those looking to continue in their career in Customer Success, Technical Consulting, Sales, or Customer Enablement
• Bachelor’s degree (Finance, Accounting, Economics, MIS, or business related degree preferred)
• 4-6 + years of professional experience in a relevant setting
• Excellent written and verbal communication skills
• Demonstrate assertiveness and perseverance when resolving customer requests
• Team-first attitude, high level of empathy, and passion for helping others
• Strong troubleshooting, problem solving, and analytical ability
• Excellent time management and organizational skills
• Strong technical aptitude and a desire to learn and develop new skills
• Ability and openness to work U.K. business hours for business and customer needs, but flexible to join periodic later meetings (several times a month)

What the job involves

• As a member of our tight-knit Customer Support team, you will become a valuable partner to our growing base of private equity customers who use our software
• Ou will serve as a product expert, troubleshoot complex issues, and collaborate cross-functionally to deliver great customer experiences. Further, you’ll have the unique opportunity to help us expand our team into the EMEA time zone
• We believe in creating a culture of continuous learning and growth, where you can develop your communication, problem solving, and project management skills. If you’re considering a future in Customer Success, Technical Consulting, Sales, or Customer Enablement, this role is the beginning of your journey
• Deliver outstanding technical assistance to our customers via phone, email, and chat while taking ownership of timely solutions
• Build knowledge of our evolving software and the private markets industry in order to be a go-to expert who can share best practices and guide customers to success
• Build valuable B2B customer-facing skills by developing strong relationships with customers and acting as their trusted advisor
• Work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement solutions for our customers
• Advocate by sharing customer feedback to inform product development and software improvements
• Contribute towards cross-functional initiatives and strategic projects
• Develop and refine internal documentation, processes, and procedures
• Contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise