Customer Support Representative

Spins - Chicago, IL

Full-time - Entry Level

Hybrid - Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Customer Support Representative at SPINS plays a crucial role in assisting clients to understand and derive value from SPINS solutions. This position requires strong interpersonal and analytical skills to address business challenges and ensure customer success. The representative will manage multiple client accounts in a dynamic, problem-solving environment, acting as a liaison between clients and internal teams to enhance service delivery and client satisfaction.

Responsibilities

• Demonstrate product expertise and understand how SPINS solutions drive value for clients.
• Serve as a customer advocate while collaborating with internal teams including product management, sales, marketing, engineering, and finance.
• Present SPINS' platforms and communicate effectively with users at various levels, from analysts to C-Level executives.
• Provide advice and support related to client forums, success initiatives, and outreach programs.
• Act as the primary interface for product-related issues during implementation and ongoing support.
• Build strong client relationships and instill confidence across the organization, especially with sponsors and technical contacts.
• Ensure customers derive maximum value from their investments in SPINS by leveraging data and solutions effectively.
• Resolve product or technical issues as an expert/specialist for clients.
• Manage inquiries from clients through to resolution.
• Collaborate with internal colleagues to drive improvements in quality, volume, service, and profitability.
• Assist in developing and delivering training materials for internal and external use.
• On-board new users by confirming subscription parameters, providing login credentials, and hosting kick-off and check-in calls.
• Provide ad-hoc training on a one-on-one basis or to larger groups of client users as needed.
• Contribute to Knowledge Base management by adding FAQs or updating training content.
• Analyze client user behavior and generate reports for key client meetings and marketing efforts, recommending actions for increased usage.

Requirements

• Bachelor's degree in Business Administration or a related quantitative field (Math, Economics, Finance, Statistics).
• 1-2 years of experience in Analysis or Customer Support; experience in the Natural/Specialty Industry or with syndicated data is a plus.
• Proven track record of problem-solving skills.
• Ability to draw conclusions from raw data and summarize results quickly and efficiently.
• Demonstrated effective communication skills.
• Adept at cultivating external and internal relationships.
• Advanced MS Office skills (Word, Excel, PowerPoint).

Nice-to-haves

• Strong focus on customer satisfaction.
• Solid organizational and time management skills.
• Proven ability to work independently.

Benefits

• Hybrid work options for better work/life balance.
• Paid time off to volunteer with organizations of choice.
• Matching charitable donations.
• Semi-annual company-wide employee surveys to shape company programs and culture.