Customer Support Specialist

<div class="content-intro"><p style="text-align: left;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">At PitchBook, 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.&nbsp;</span></p> <p style="text-align: left;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">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. </span></p> <p style="text-align: left;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.&nbsp;</span></p></div><p><span style="font-size: 14pt; font-family: arial, helvetica, sans-serif;"><strong>About the Role:</strong></span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">As a member of our Account Management &amp; Customer Success team, you will thrive on your ability to embrace and drive change and your commitment to ensuring you and PitchBook are always growing and improving. While continually learning and exploring new ideas and concepts, you will be inspired to ask questions and challenge the status quo while remaining focused on our customers’ success. We value teamwork and collaboration and encourage our people to build strong, trusting relationships with their teammates, customers, and partners. A contagious positivity, insatiable curiosity, and people-first attitude are the winning traits of our most successful Account Management &amp; Customer Success team members. If this sounds like you, join us!</span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">PitchBook’s Customer Support Specialist Tier 1 provides direct customer support via phone, email, and chat to existing PitchBook clients. You will work with the support team to troubleshoot customer issues and ensure the best possible customer experience. 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 PitchBook to optimize the platform for customers worldwide.&nbsp;</span></p> <p><span style="font-size: 14pt; font-family: arial, helvetica, sans-serif;"><strong>Primary Job Responsibilities:</strong></span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Respond to chat, phone, and email contacts from customers&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Achieve contact volume and quality goals measured quarterly &nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Communicate effectively, both written and verbally, to ensure smooth resolution of customer issues&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work collaboratively with other support specialists to resolve customer questions and issues&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Work continuously to document the details of each interaction in Salesforce to easily research customer issues and to inform product improvements&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Partner with global teams to ensure continuous support availability during required business hours&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Support the vision and values of the company through role modeling and encouraging desired behaviors&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Participate in various company initiatives and projects as requested&nbsp;</span></li> </ul> <p><span style="font-size: 14pt; font-family: arial, helvetica, sans-serif;"><strong>Skills and Qualifications:</strong></span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Bachelor’s degree preferred</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">1+ years of experience in a customer service role</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">A client first attitude and enjoy engaging with customers&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to stay updated with changing industry and financial market trends while adapting to internal organizational updates and changes&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Prior experience with Salesforce or similar CRM preferred&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Excellent verbal and written communication skills with a keen eye for detail&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Interested in financial markets or services, particularly private equity and venture capital&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to operate with a strong sense of urgency and deliver results&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Terrific prioritization skills to handle high call volume in parallel with project work&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Ability to adapt to a corporate culture and seamlessly adopt guidelines and processes set forth by the organization&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Comfortable to engage with a diverse array of customers&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Team player with the desire to try new ideas in order to achieve greater levels of success&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">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</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">Must be authorized to work in Singapore without the need for visa sponsorship now or in the future</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 14pt;"><strong>Benefits at PitchBook:</strong></span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Physical Health&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp; &nbsp;</span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Private medical insurance</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Additional medical wellness incentives&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Private life insurance</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Emotional Health&nbsp;</span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Parental leave&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Education subsidies</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Robust training programs on industry and soft skills&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Generous allotment of vacation days, sick days and volunteer days&nbsp;</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Social Health&nbsp;</span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee resource groups</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Company-wide events</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Employee referral bonus program&nbsp;&nbsp;</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Quarterly team building events</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Financial Health&nbsp;</span></p> <ul> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Retirement contributions via CPF</span></li> <li style="font-size: 12pt; font-family: arial, helvetica, sans-serif;"><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">Shared ownership employee stock program</span></li> </ul> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;"><em>*Please be aware the above PitchBook benefit and perk offerings are subject to corresponding plan and policy documents and may change during the course of your employment.</em></span></p> <p><span style="font-size: 14pt; font-family: arial, helvetica, sans-serif;"><strong>Working Conditions:</strong></span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">At the heart of our company is a belief in the power of in-person collaboration. Being together in the office fuels our creativity, strengthens our connections, and drives the innovation that sets us apart. Our culture is built on spontaneous moments—those hallway conversations, whiteboard brainstorms, and shared celebrations in each of our global offices—that simply can’t be replicated remotely. This role is expected to be in the office 5 days a week.</span></p> <p><span style="font-size: 12pt; font-family: arial, helvetica, sans-serif;">The job conditions for this position are in a standard office setting. Employees in this position use PC and phone on an on-going basis throughout the day. Limited corporate travel may be required to remote offices or other business meetings and events.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;">We are excited to get to know you and your background. Concerned that you might not meet every requirement? We encourage you to still apply as you might be the right candidate for the role or other roles at PitchBook.</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;" data-contrast="auto">#LI-VH1</span></p> <p><span style="font-family: arial, helvetica, sans-serif; font-size: 12pt;" data-contrast="auto">#LI-Onsite</span></p>