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Client Support Associate
FiscalNote. Manage support requests through email, phone, and chat channels .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support management, utilizing tools like Zendesk to enhance user experience and satisfaction. Proficient in troubleshooting, data analysis, and process improvement to advocate for clients effectively.
Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyData AnalyticsProactive Issue ResolutionCommunication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingData AnalysisProcess ImprovementContent Management Systems
Soft Skills
EmpathyRapport BuildingClarity in Communication
Tools & Technologies
ZendeskHelp Desk Software
Industry Keywords
Customer SupportHelp Desk IndustryCivic EngagementGovernment Processes
About the role
Key responsibilities & impact- Manage support requests through email, phone, and chat channels
- Conduct troubleshooting calls, chats, and emails
- Interface with Product/Engineering to meet user needs
- Maintain the Knowledge Base/Help Center to empower self-service user experience
- Report on user interaction data from Support tools, including 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
- Advocate for clients and troubleshoot FiscalNote’s platform
- Identify issues and discuss enhancements based on client feedback
Requirements
What you’ll need- 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
- Ability to develop rapport and employ empathy appropriately
- Experience using data for informed process change
- Proactive issue resolution 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
Benefits
Comp & perks- Competitive salaries
- Retirement accounts
- Equity packages
- Comprehensive benefits packages aligned with regional requirements and expectations
- Flexible benefits supporting well-being and work-life balance
- Reasonable accommodations for persons with medical conditions or disabilities
- Inclusive hiring process and equal opportunities