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Help Center Specialist

3 months ago

London, United Kingdom PitchBook Data Full time

At PitchBook, we are always looking forward. We continue to innovate, evolve and invest in ourselves to bring out the best in everyone. We're deeply collaborative and thrive on the excitement, energy and fun that reverberates throughout the company.

Our extensive mentorship, education and training programs help us create a culture of curiosity that pushes us to always find new solutions and better ways of doing things. The combination of a rapidly evolving industry and our high ambitions means there's going to be some ambiguity along the way, but we excel when we challenge ourselves. We're willing to take risks, fail fast and do it all over again in the pursuit of excellence.

If you have a good attitude and are willing to roll up your sleeves to get things done, PitchBook is the place for you.

**About the Role**:
"Customers are King" Each and every day the Customer Success Team works to ensure that our clients are maximizing the value they receive from PitchBook. Onboarding, training, support, business development and renewals are handled by the Customer Success team. Customer Success does whatever it takes to ensure our customers achieve their goals and continue to grow their engagement with the PitchBook platform.

The Help Center Specialist will be responsible for the content development for our Help Center and online community. They will also work alongside our Customer Support Team and Manager, Help Center to ensure client questions are answered in a timely manner and that our content provides value to our clients.

**Primary Job **Responsibilities**:

- Create articles within the Help Center based on internal and external needs
- Ensure existing content remains current through all changes to the data and product
- Expert in one of PitchBook's core product themes, acting as the point person of the theme/function within the team
- Manage strategic initiatives and projects related to focus area
- Consistently provide a high level of customer service, responding to questions from internal and external customers daily at high quality
- Monitor discussions and engage with community members through the Help Center to build a strong user group community
- Excellent communication skills in-person and through writing, tailoring messages to internal and external audiences
- Support the vision and values of the company through role modeling and encouraging desired behaviors
- Participate in various company initiatives and projects as requested

**Skills and Qualifications**:

- Bachelor's degree or equivalent experience required
- 1-2 years of experience in a technical writing or knowledge management role
- Ability to understand technical processes and write content that allows others to easily understand
- Excellent verbal and written communication skills with a keen eye for detail
- Client first attitude and with a commitment to quality assurance
- Interested in financial markets or services, particularly private equity and venture capital
- Ability to operate with a strong sense of urgency and deliver results
- Terrific prioritization skills
- Comfortable to engage with a diverse array of customers
- Team player with the desire to try new ideas in order to achieve greater levels of success
- Experience with Salesforce a plus
- Proficiency with the Microsoft Office suite including in-depth knowledge of Outlook, Word and Excel with the ability to pick up new systems and software easily

**Benefits at PitchBook**:
Physical Health
- Private medical insurance
- Dental scheme
- Additional medical wellness incentives
- Life cover

Emotional Health
- Paid sabbatical program after four years
- Paid parental leave
- Education subsidies
- Robust training programs on industry and soft skills
- Minimum 25 days annual leave and volunteer days

Social Health
- Employee resource groups
- Company-wide events
- Employee referral bonus program
- Quarterly team building events

Financial Health
- 8% Pension contribution
- Income protection
- Shared ownership employee stock program
- Transportation stipend

**Life At PB**:
We are consistently recognized as a Best Place to Work and our culture is at the heart of our success. It's our fundamental belief that people do and create great things and that people are the cornerstone of prosperity. We believe that proactively seeking out different points of view, listening to others, learning and reflecting on what we've heard creates a sense of belonging within PitchBook and strengthens the PitchBook community.

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