Client Support Associate

FiscalNoteGurugram | HaryanaRemote, Onsite

About the Position

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.

About the Client Support Team

The 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 You

Empathetic, 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 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

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Life at FiscalNote

FiscalNote is a technology and media company that provides information services and software that connects the world to their governments. As the premier hub of domestic and global government information, FiscalNoteâ€™s comprehensive suite of software solutions offers customers and readers policy data, news, analysis and award-winning journalism.\n\nFiscalNoteâ€™s media division, CQ Roll Call, serve as an integral part of FiscalNoteâ€™s mission to connect people around the world to their government.\n\nOur mission is to build the worldâ€™s most powerful platform for analyzing government risk and opportunity. For organizations facing government impact, FiscalNote is the platform for professionals to plan and execute their organizationâ€™s government risk strategy. Our fierce curiosity and insatiable urge for the next challenge pours into our company culture.

Thrive Here & What We ValueData Engineering Team is responsible for the full lifecycle of open data in our Public Policy and Transcriptions products. | We maintain the quality and usability of a rapidly growing collection of unstructured and structured data from frequently-brittle and obsolete external sources, mostly relating to policy and government action in the legislative and regulatory space. | Our data powers multiple client-facing products and internal tools, and serves as the core foundation of FiscalNote’s success.</s> | Global Healthcare Research Practice | Unique Opportunity with Significant Responsibility and Freedom to Help Shape Our WEUR Healthcare Practice | Exposure to Senior Executives at Leading Multinationals with Investments Across Western Europe | Develop a Deep Understanding of the Challenges Facing Local Healthcare Systems | Build Strong Views on Major Barriers to Delivering High Quality and Effective Healthcare Products and Services.</s> | a) FiscalNote values diversity and is committed to equal opportunities and creating an inclusive environment for all employees. | b) FiscalNote supports its people by enabling team members with flexibility and benefits to promote wellbeing and balance, ensuring all FiscalNoters can bring their authentic selves to work. | c) FiscalNote offers competitive salaries, retirement accounts, and equity packages to ensure that all FN owners are valued. | d) FiscalNote uses EVerify to confirm the employment eligibility of all new employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.DHS.gov/E-Verify.</s> | 1. Collaborative | 2. BusinessSavvy | 3. Insightful | 4. Innovative | 5. DetailOriented</s> | Offer exposure to different facets of market research | Provide a stimulating and collaborative work environment | Develop research and analytical skills based on areas of interest | Provide opportunities to listen in on discussions with senior executives, to see how firms utilize macroeconomic analysis in their business planning | Provide constructive feedback and coaching to ensure skill development</s> | Development of research and analytical skills based on their areas of interest | Expose them to various aspects of product development and commercialization | Opportunity to listen in on discussions with senior executives, to see how firms utilize macroeconomic analysis in their business planning | 1. Dynamic and HardWorking Team | 2. Constant Learning Opportunities | 3. Open Team Structure | 4. Putting Client Needs First Every Day | 5. Taking on New Challenges and Helping Clients as Much as Possible</s> | a) Collaborative, fun, and supportive work environment | b) Diverse and innovative culture rooted in company values and mission | c) Vibrant, modern, open concept workspace that fosters collaboration and success | d) Committed to being a good neighbor and supporting the DCmetro area community.</s> | Passion for informing the decisions of senior corporate executives | Unique position that ties together macroeconomic, political, and business analysis directly into corporate plans and actions for the world’s largest multinationals | Exposure to engagement with C-suite level executives, giving them a look into the decision-making processes of the world’s largest businesses.</s> | 1. Collaborative Work Environment | 2. Dynamic and Creative Team Members | 3. Ongoing Client Relationships Support | 4. Global Research Team Produces Syndicated Content for Senior Executives at Multinational Organizations | 5. Partnership Building with Commercial Team to Support Growth Strategy</s> | 1. Unique Opportunity with Significant Responsibility and Freedom to Help Shape Our SSA Healthcare Practice | 2. Collaborating with Members of Our Global Macroeconomic Research Practice on Linking Their Analysis to the Healthcare Team's Analysis on Healthcare Trends in SSA | 3. Exposure to Senior Executives at Leading Multinationals with Investments Across SSA, Developing a Deep Understanding of the Challenges Facing Local Healthcare Systems and Building Strong Views on Major Barriers to Delivering High Quality and Effective Healthcare Products and Services.</s> | Commitment to shape the future of machine-augmented decision-making, providing insights that fuel progress and public trust | United by a commitment to transform access to government information and make public policy data actionable | Combining expertise from technology, political science, and finance to build innovative tools that foster transparency, drive informed decision-making, and enhance civic engagement.</s> | 1. Fastpaced environment | 2. Global research team | 3. Clientfacing environment | 4. Collaboration with global colleagues | 5. Support for FrontierView’s growth strategy and ongoing client relationships</s> | Focus on innovation and continuous improvement | Emphasis on cross-functional alignment and collaboration | Commitment to driving predictable revenue growth and operational efficiency | Strong pipeline of high-performing sales talent through Talent Acquisition and Sales Leadership</s> | Collaborative team environment | Close collaboration with commercial team in supporting growth strategy and ongoing client relationships | Focus on delivering impactful analysis, forecasts, and executional advice for a senior executive audience.</s> | Exposure to different facets of market research</s> | Collaborative and supportive team environment | Opportunity for growth and development within the company | Flexible work arrangements available</s> | Trusted source of unbiased, impartial information provides authoritative, nonpartisan and accurate congressional news and legislative tracking tools to its subscribers. | CQ Roll Call offers insight on the people and institutions that influence public policy and legislation, keeping readers updated on a weekly, daily and real-time basis with coverage of every legislative action in Congress via breaking news, bill tracking, and member profiles.</s> | Set a strong positive culture for business development in the company</s> | Emphasis on innovation and creativity in research methods | Support for professional development of junior researchers | Importance placed on building positive working relationships with clients and prospects | Emphasis on creating a trusting and respectful work environment that embraces and values diversity</s> | 1. Clarity, Consistency, and Transparency Surrounding Financial Position | 2. Rapidly Advancing Financial Position | 3. Understanding Everything About SaaS Finance and Business Metrics | 4. Fuels Growth with Finger Always on the Pulse of Company's Affairs | 5. Proactive Attitude towards Managing Sales Operations at Scale</s>