Serves as the first point of contact for customer inquiries, providing issue intake, case documentation, troubleshooting, resolution of routine product and account issues, customer communication, and case management. Escalates complex issues, supports knowledge sharing, and develops product expertise.
What you will do:
- Independently manage customer support requests from initial contact through resolution.
- Troubleshoot product functionality, workflow, and configuration issues across assigned Bloomberg Industry Group products.
- Deliver support through phone, email, live chat, and virtual meetings.
- Research, analyze, and resolve customer issues while meeting established service levels.
- Identify reproducible software defects and submit detailed documentation to Product and Engineering teams.
- Escalate complex product or technical issues requiring advanced expertise.
- Provide customers with product guidance, best practices, and feature recommendations.
- Collaborate with Product Management, Engineering, Customer Success, Professional Services, and Sales to resolve customer issues.
- Maintain accurate customer records and case documentation.
- Contribute to internal knowledge articles and support documentation.
- Participate in product launches, testing activities, and after-hours support when required.
You need to have:
- Bachelor's degree or equivalent combination of education and experience.
- 3–5 years of client support or technical support experience.
- Excellent troubleshooting and analytical skills.
- Strong written and verbal communication skills.
- Experience supporting SaaS or enterprise software preferred.
- Ability to manage multiple priorities while delivering exceptional customer service.
Compensation Range:
$65,000.00-$95,000.00
Placement in the salary range will be decided upon completion of the interview process. Salary determination will be determined based on factors including but not limited to relevant experience, demonstrated skills related to the requirements of the role, education, certifications, and geographic location.
Equal Opportunity
Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).
