Customer Support Specialist

Title: Customer Support Specialist – Customer Support Team

The Team: As a member of our Account Management & 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 & Customer Success team members.

The Role: The Provisioning Team is responsible for provisioning users across our various products and services. This team is a customer-focused team, with a core mission of improving our customer service by granting clients access to our systems in a timely manner. PitchBook’s white glove customer service allows clients to add, remove and switch out users at their convenience to ensure they’re getting the most out of their subscription.  It is the purpose of this team to assess, execute and resolve these requests within 2 hours of receipt.  Members of this team interact directly with clients and communicate with members of the CS and Sales teams across all offices. The members of this team can expect new challenges and facilitate collaboration by providing the insight necessary to those outside our department daily.

Responsibilities:

• Assess, action, and resolve provisioning requests from both clients and internal personnel
• Become an expert on Salesforce best practices and Customer Support best practices
• Have a workable knowledge on the PitchBook Admin system and reach out in a timely manner to other SMEs when an outside perspective is needed
• Communicate with CS, Sales and clients in regard to the completion of requests
• Work with teammates to divide and tackle daily inflow
• Communicate with other teams to make sure that unusual workflow is handled in a timely manner

Additional responsibilities will include:

• Provide feedback on issues with the Salesforce platform
• Provide feedback on inefficiencies within the provisioning processes and best practices
• Provide feedback to Team Leads on high-visibility client errors
• Work on special customer service projects as identified

Qualifications:

• Master’s/Bachelor’s degree, preferably in Accounting, Commerce, Economics, Engineering, Finance, Liberal Arts, Management or Science
• 0-3 years of work experience in a related field
• Keen and meticulous attention to detail
• Flexibility with multiple processes and always endeavor to complete all workflows with high quality
• Strong communication skills, both verbal and in written materials for effective inter-office correspondence
• Proficiency in Microsoft Suite, especially Excel
• Incessant curiosity and innovative thinking
• Ability to work both independently and as part of a team
• Dedication to continuous process improvement
• Interest in Private Markets
• Willing and flexible to work on Australian, UK or US shifts and Indian holidays

Morningstar is an equal opportunity employer.

Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.