Client Support Associate

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee support inquiries via email, phone, and chat platforms

• Perform troubleshooting via calls, chats, and emails

• Collaborate with Product and Engineering teams to fulfill user requirements

• Manage the Knowledge Base and Help Center to enhance self-service user experiences

• Analyze user interaction data from support tools, including Zendesk

• Suggest software and process enhancements for users

• Monitor client issues and their resolutions

• Ensure exceptional customer satisfaction in every interaction

• Provide premium service to each client

• Represent clients' interests and troubleshoot issues on FiscalNote’s platform

• Recognize problems and discuss potential improvements based on client feedback

⛳️ Requirements

• 1-2 years of experience in a support role

• Previous knowledge of customer support and the help desk industry is preferred

• Capability to manage and prioritize urgent tasks effectively

• Exceptional communication skills and professional etiquette in phone and email interactions

• Ability to build rapport and demonstrate empathy appropriately

• Experience utilizing data to drive informed process modifications

• Energetic, proactive approach to issue resolution with technical proficiency

• Proficiency in Zendesk or similar help desk software is preferred

• Experience with Content Management Systems is an advantage

• A strong interest in government processes, civic engagement, and data

• Familiarity with data analytics is an additional plus

🏝️ Benefits

• Competitive salaries

• Retirement accounts

• Equity packages

• Comprehensive benefits that meet regional requirements and expectations

• Flexible benefits that promote well-being and work-life balance

• Reasonable accommodations for individuals with medical conditions or disabilities

• Inclusive hiring practices and equal opportunities