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Client Support Associate

fully flexible
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Junior (1-2 years)
Work from: 
India

Offer summary

Qualifications:

1-2 years work experience in support role, Prior knowledge about customer support preferred, Proficiency with Zendesk or related software, Experience with Content Management Systems a plus.

Key responsabilities:

  • Manage support requests through various channels
  • Conduct troubleshooting calls, chats, and emails
FiscalNote logo
FiscalNote Information Technology & Services SME https://fiscalnote.com/
501 - 1000 Employees
About FiscalNote
FiscalNote (NYSE: NOTE) is the leading technology provider of global policy and market intelligence. By uniquely combining AI technology, actionable data, and expert and peer insights, FiscalNote empowers customers with mission-critical insights and the tools to turn them into action. Home to CQ, Equilibrium, FrontierView, Oxford Analytica, VoterVoice, and many other industry-leading brands, FiscalNote helps organizations stay ahead of rapidly evolving political, corporate, and regulatory environments. To learn more about FiscalNote and its family of brands, visit FiscalNote.com and follow @FiscalNote.
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Job description

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 support is about taking on new challenges, helping our clients as much as possible, and having fun while we do it. 

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

    • Required profile

    Experience

    Level of experience: Junior (1-2 years)
    Industry :
    Information Technology & Services
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.
    Are you interested?

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