Green Visor Capital

Management Company, LLC

Client Support Associate at FiscalNote
Baton Rouge, LA, US
About the Position
Our Client Support Associates work within Client Success to help advocate FiscalNote’s platform. They are the first line of defense for client feedback as they are integral in helping us find issues, discuss enhancements, and keep our 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 client interaction they are resolute in their decision to go with FiscalNote.

About You
Empathetic, Customer-focused, 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 a constant resource for friends and family members throughout your life. Guessing isn’t good enough, detailed and concise answers are your winning formula.

Responsibilities:
- Manage Support requests through email, phone, and chat channels
- Engage clients on trainings and bugs through chat channel
- Conduct troubleshooting and training calls
- 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, Intercom)
- 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, with a knack for developing rapport and appropriately employing empathy

Requirements:
- 1-2 years work experience in support role
- Prior knowledge about customer support and help desk industry preferred
- Excellent clarity in communication and telephone/email etiquette
- Love of data and experience using it for informed process change
- Proactive at resolving issues and with high energy and technical acumen
- Track record of maintaining outstanding customer satisfaction or providing outstanding customer service
- Proficiency with Zendesk and 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 (we’re looking for someone to wow us with excel)

About Us
The FiscalNote GRM platform is the most effective solution for managing government impact and public issues and is quickly becoming the cloud platform of choice for global brands as they analyze and manage their government risk, opportunity, and influence at the local, state, federal, and international levels. More than 200 companies rely on FiscalNote GRM and its services.

Our fierce curiosity and insatiable urge for the next challenge pours into our company culture. FiscalNote earned the Top Workplace™ award for our ever growing and diverse company culture bolstered by our company values which are at the core of every decision we make. We are always looking for individuals who are excited and driven by opening data to help impact the world around them.

Company Benefits
FiscalNote offers competitive salaries, equity packages, and retirement accounts to ensure we’re all FN owners. We work hard, so we want you to play hard; our open vacation policy and vacation expense contribution help 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