Role overview
The Support Specialist helps private equity customers use investment software effectively, resolving complex product questions and providing technical guidance by phone, email, and chat. This role combines product expertise, B2B relationship building, and collaboration with Customer Success, Product, and Software Engineering to deliver timely solutions and improve the customer experience.
Customer Support and Product Expertise
- Take ownership of customer inquiries and technical issues, guiding each request toward a timely resolution across phone, email, and chat channels.
- Develop expertise in evolving software capabilities and the private markets industry, sharing best practices that help customers succeed.
- Build strong B2B customer relationships and serve as a trusted product advisor.
- Work with Customer Success Managers, Product Managers, and Software Engineers to investigate issues and implement solutions.
- Bring customer feedback into product discussions to inform development and software improvements.
- Contribute to strategic projects and initiatives involving multiple teams.
- Create and refine internal documentation, processes, and procedures.
- Support colleagues by sharing knowledge and expertise and contributing to an inclusive team environment.
Experience and Capabilities
- Hold a bachelor's degree and bring at least two years of professional experience in a relevant setting.
- Communicate clearly in writing and conversation, with the assertiveness and persistence needed to resolve customer requests.
- Combine empathy and a service mindset with a team-oriented approach.
- Apply strong troubleshooting, analytical, and problem-solving skills.
- Manage time and competing priorities with strong organizational skills.
- Demonstrate technical aptitude and an interest in learning new technologies and developing new skills.
Preferred education
- A degree in Finance, Accounting, Economics, MIS, or another business-related field is preferred.
Applicants are encouraged to apply even if they do not meet every qualification. The role provides opportunities to develop communication, problem-solving, and project management skills, with potential career paths in Customer Success, Technical Consulting, Sales, or Customer Enablement.
Working Arrangement and Compensation
This position is remote in the USA or Canada. A fully remote arrangement is available; office work is an option for employees who prefer it. Availability from 9:00 AM to 6:00 PM is required.
The U.S. base salary range is $60,000–$70,000. The Canadian base salary range is $55,000–$65,000. Compensation also includes equity and benefits. Actual base pay depends on experience, skills, location, and applicable local minimum pay requirements.
Benefits and Development
- Health, dental, and vision coverage for employees and their families, plus life insurance and disability coverage.
- Mental wellness coverage, fertility benefits, and support for growing families.
- Flex Time Off, company-paid holidays, and paid family, medical, and bereavement leave.
- A 401(k) retirement savings plan, healthcare FSA, and commuter benefits programs.
- An allowance to customize a home workspace and technology setup.
- An annual professional development stipend.