Client Support Associate

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.

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