Senior Customer Support Specialist

As a Senior Customer Support Specialist, you will deliver outstanding technical assistance to our customers via phone, email, Zoom and chat while taking ownership of timely solutions. You will develop expert-level knowledge of our evolving software and the private markets industry who can share best practices and guide customers to success across our core product areas. You will use B2B customer-facing skills by developing strong relationships with customers and act as their trusted advisor. You will work closely with Customer Success Managers, Product Managers, and Software Engineers to identify and implement complex solutions for our customers. As needed, guide customers throughout their onboarding journey and hold client meetings to review their needs for success. You will independently manage high-ARR ticket escalations, leveraging product expertise to handle challenging customer questions and objections, de-escalate difficult situations, and consistently achieve high CSAT (Customer Satisfaction) scores. You will also contribute to our positive and inclusive team culture by supporting your colleagues and sharing your knowledge and expertise.