Customer Support Specialist

📋 Description

• • As a Customer Support Specialist at People Data Labs (PDL), you will be at the forefront of our customer engagement, acting as the primary point of contact for users seeking assistance with our comprehensive people and company data solutions.
• • PDL is dedicated to providing the highest quality data, meticulously collected and standardized, enabling our clients to build and scale innovative, compliant data solutions without the burden of data infrastructure.
• • Our core mission is to be the definitive source of truth for workforce data, integrating vast amounts of compliantly sourced datasets into a developer-friendly format.
• • Leading global companies leverage PDL's data to enhance their recruiting platforms, power sophisticated AI models, create targeted custom audiences, and drive numerous other data-centric initiatives.
• • This role is a unique opportunity to shape the customer support function at PDL, as it is the first of its kind. You will be instrumental in defining and refining our support strategies and processes.
• • You will provide crucial support across multiple channels, including email, Slack, and Zoom, addressing customer inquiries, technical challenges, and data-related questions.
• • A typical day will involve managing and resolving support tickets within Zendesk, collaborating with customers via calls to troubleshoot issues, assisting your teammates, and actively participating in the dynamic and fast-paced environment that characterizes PDL.
• • We are seeking an individual who is not only adept at problem-solving but also comfortable with ambiguity and the prospect of building and improving processes as they go – essentially, 'building the plane while flying it.'
• • This position is distinct from general IT support; a strong, demonstrable background in customer-facing technical support, particularly for data products, technical platforms, or solutions with a significant API component, is essential for immediate success.
• • The Technical Services team at PDL is renowned for delivering exceptional customer experiences, and we pride ourselves on having the best in the industry.
• • If you possess a passion for data, thrive on energizing customer interactions, and are confident in providing clear, direct feedback to both teammates and customers when necessary, this role is an excellent fit.
• • Your responsibilities will encompass providing end-to-end support for PDL's self-service customers, which often involves addressing straightforward inquiries, billing questions, and account administration tasks.
• • You will also serve as the first line of triage and support for our Enterprise customers, tackling more complex issues such as SQL query assistance, API troubleshooting, and in-depth data investigations.
• • A key aspect of this role is owning our Zendesk instance, proactively identifying and implementing innovative methods to expedite support resolution times and enhance customer satisfaction.
• • You will act as a vital conduit between our customers and the Product team, providing critical feedback on issues flagged by users to ensure they are prioritized and addressed.
• • Maintaining the accuracy and comprehensiveness of our support documentation is paramount. You will contribute to empowering our customers to resolve issues independently by ensuring our knowledge base is up-to-date and easily accessible.
• • This role offers significant potential for growth and expansion as you deepen your expertise in supporting customers who utilize data products and services.
• • You will be empowered to identify opportunities for automation and AI within our support workflows, making your and your colleagues' jobs more efficient and effective.
• • By resolving customer issues promptly and accurately, you will directly contribute to customer success and retention, reinforcing PDL's reputation for outstanding service and data quality.
• • You will collaborate closely with Solutions Engineers, understanding when to escalate complex technical challenges to ensure optimal customer outcomes.
• • This role requires a proactive approach to learning and development, staying abreast of new data technologies and support best practices.
• • You will be an integral part of a team that values collaboration, innovation, and a shared commitment to customer excellence.
• • Your ability to translate technical concepts into clear, actionable advice for customers will be a key driver of your success.
• • You will contribute to a positive and supportive team environment, fostering a culture of continuous improvement and knowledge sharing.
• • The insights you gather from customer interactions will be invaluable in shaping the future development of PDL's products and services.
• • You will be a champion for the customer, ensuring their voice is heard and their needs are met throughout their journey with PDL.