About the PositionOur 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. 
About the Client Support TeamThe FiscalNote Client Support team is dedicated to providing a holistic, supportive experience to our clients. From onboarding to crafting strategic best practices to comprehensive technical support, the team strives to put the client’s needs first every day. We are dynamic, hard-working, and driven individuals who thrive in an open team structure with constant learning opportunities and room for growth. For us, client support is about taking on new challenges, helping our clients as much as possible, and having fun while we do it. 
About YouEmpathetic, Customer-focused, and Driven. Like an old sage sitting on top of a mountain, your years of honing your empathy and your passion for learning new tricks have made you a constant resource for friends and family members throughout your life. Guessing isn’t good enough; detailed, concise answers are your winning formula. You can think on your feet, locate solutions for clients quickly, and articulate those solutions accurately. What To Expect In This PositionManage Support requests through email, phone, and chat channelsConduct troubleshooting calls, chats, and emailsInterface with Product/Engineering to meet user needsMaintain Knowledge Base (Help Center) to empower self-service UXReport on user interaction data from Support tools (Zendesk)Recommend software and process improvements to usersTrack client issues and resolutionsEnsure high levels of Customer Satisfaction with every conversationDeliver white glove service to each clientWhat Sets You Apart1-2 years work experience in support rolePrior knowledge about customer support and help desk industry preferredAbility to manage and assign priority to urgent tasksExcellent clarity in communication and telephone/email etiquetteA knack for developing rapport and appropriately employing empathyLove of data and experience using it for informed process changeProactive at resolving issues and with high energy and technical acumenProficiency with Zendesk or related help desk software preferredExperience with Content Management Systems a plusPassion for government processes, civic engagement, and dataExperience with data analytics a plus