Client Support Associate, VoterVoice, Philippines
Posted on Friday, April 21, 2023
Thank you for your interest in this position with VoterVoice, a wholly-owned subsidiary of FiscalNote. The recruitment for this role is being managed by FiscalNote's Recruiting team (parent company), so you are in the right place! Please continue to review this opportunity and apply at your interest. We are excited to review your background. Thank you!
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 success is about taking on new challenges, helping our clients as much as possible, and having fun while we do it.
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 the helpdesk 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 HTML and CSS is a plus
- Experience with data analytics, specifically API Troubleshooting is a plus
Excited about this role, but don't meet 100% of the expected qualifications listed above? We'd still love for you to apply! FiscalNote is committed to building a diverse and inclusive workforce where unique experiences are valued and everyone has the opportunity to contribute. Research has continuously shown that women and people of color are less likely to apply to jobs unless they meet all of the listed qualifications. We want to help overcome this trend and seek to make space for unique and relevant skills and attributes. So, when applying to FiscalNote, rest assured that your application is reviewed by a living, breathing human being and evaluated based on key competencies needed for success in the position. Our Recruiting team maintains awareness of all open roles which means your application may be assessed against multiple positions and we will reach out to gauge your interest in other opportunities as appropriate. Questions or concerns? Contact email@example.com, we'd be happy to connect!
As part of FiscalNote's commitment to creating an accessible and inclusive hiring process, we strive to provide reasonable accommodations for persons with medical conditions or disabilities that will enable their access to the hiring process. If you need an accommodation, please send an email to firstname.lastname@example.org to let us know the nature of your request.
FiscalNote is the premier information services company focused on global policy and market intelligence. By combining AI technology, expert analysis, and legislative, regulatory, and geopolitical data, FiscalNote is reinventing the way that organizations minimize risk and capitalize on opportunity.
Home to CQ, Roll Call, Oxford Analytica, and VoterVoice, FiscalNote empowers more than 5,000 clients worldwide to monitor, manage, and act on the issues that matter most to them. To learn more about FiscalNote and its family of brands, visit FiscalNote.com and follow @FiscalNote.
At FiscalNote, we Lead with Values
Know your Audience ∙ Find the Truth ∙ Drive Alignment ∙ Level Up ∙ Own the Job ∙ Bias for Action ∙ Support the Family
FiscalNote is continuing to hire new talent, with all interviewing and on-boarding done virtually due to COVID-19. New team members, along with our current staff, will temporarily work remotely (unless communicated otherwise).
FiscalNote offers competitive salaries, equity packages, and retirement accounts to ensure we’re all FN owners. We work hard, so our open vacation policy helps us ensure you’re getting the R&R you need. We offer comprehensive health, vision, and dental insurance options supplemented by a flexible spending account (FSA). We have a slew of other benefits which you can check out at careers.FiscalNote.com.
FiscalNote values diversity. We are committed to equal opportunities and creating an inclusive environment for all our employees. We welcome applicants regardless of ethnic origin, national origin, gender, race, religious beliefs, disability, sexual orientation or age. FiscalNote is an EEOC employer.
FiscalNote uses E-Verify 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.
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