客户支持分析师
Client Support Analyst
在Q4，我们齐心协力创造影响，专注于客户，以诚信运营，并将大想法付诸实践。
Q4正在为投资者关系领域开辟一条大胆的新路径，作为首个由AI驱动的IR运营平台，提供IR团队成功所需的一切功能于一个强大平台上。Q4平台使上市公司能够在一个地方吸引、管理并理解投资者。超过2600家客户，包括世界上许多备受尊敬的品牌，都信任Q4来帮助提升其公司的估值。只有Q4提供了全面设计的技术栈，为IR团队提供数据、洞察和智能工作流程，从而实现卓越成果。了解更多信息，请访问。
我们招募聪明、好奇且有才华的人，推动边界，重新构想可能性，并将挑战转化为机遇。同时始终把客户的需求放在一切工作的核心。
与我们一同成长！
职位概述
客户支持分析师通过完美且及时地执行网站内容更新和提供优质客户服务，为团队的成功做出贡献。这个机会适合喜欢在团队环境中协作工作，并热衷于提供卓越客户体验的个人。你将有机会运用你的技术技能，同时支持像Netflix、Nvidia和Google这样的知名上市公司。
主要职责
- 在Q4 Studio内容管理系统中工作，协助上市公司客户维护符合监管标准的网站。
- 处理临时支持请求，包括更新网站布局、文件和董事会页面。
- 协调高影响力的内容更新，包括添加或替换网络广播信息、演示文稿、披露文件（新闻稿和财务报告）以及ESG材料。
- 通过电子邮件和电话频繁且专业地与客户沟通，告知他们请求的进展情况。
- 确保及时交付客户更新内容。
- 遵守严格的客户服务协议（SLAs），特别是要在60分钟内处理新案例，30分钟内处理重新打开的案例。
- 在进行网站更新时进行频繁的质量检查，以确保工作的准确性和质量。
- 任职资格与必要技能
- 客户服务卓越：1-2年客户服务经验
查看英文原文
At Q4, we make an impact together, obsess over our customers, operate with integrity, and bring big ideas to life.
Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at .
We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do.
Come grow with us!
Role Overview
The Client Support Analyst contributes to the success of the team through flawless and timely execution of website content updates and the delivery of excellent client service. This opportunity is ideal for an individual who enjoys working collaboratively within a team environment and is passionate about delivering exceptional client experiences. You will have the exciting opportunity to apply your technical skills while supporting well-known publicly traded companies, such as Netflix, Nvidia, and Google.
Key Responsibilities
- Work within the Q4 Studio Content Management System to assist publicly traded clients in maintaining up-to-date websites compliant with regulatory standards.
- Manage ad hoc support requests, which involve updating website layouts, documents, and board of directors pages.
- Facilitate high-impact content updates, including the addition or replacement of webcasting information, presentations, disclosure documents (press releases and financial reports), and ESG materials.
- Communicate with clients frequently and professionally,, primarily via email and phone to keep them informed on the status of their requests.
- Ensure timely delivery of client updates.
- Adhere to strict Service Level Agreements (SLAs), specifically addressing new cases within 60 minutes and reopened cases within 30 minutes.
- Conduct frequent quality review checks when performing site updates to ensure accuracy and quality of work.
Qualifications & Required Skills
- Customer Service Excellence: 1-2 years of customer service experience. Professional customer support experience is prioritized over real-world technical application.
- Technical Knowledge: Demonstrated knowledge of HTML and CSS. Basic knowledge of JavaScript and jQuery is required. Candidates who have acquired these technical skills through courses or training, but lack real-world application, are highly encouraged to apply if they possess strong customer support experience.
- Systems Experience: Experience working in content management systems. Experience with ticketing systems is required, with specific preference for Salesforce.
- Core Attributes: Excellent communication skills, both written and verbal, in English. Strong organizational and detail-oriented approach. Independent troubleshooting capabilities.
- Environment: Working knowledge of PC and Mac-based environments. Financial experience is considered a bonus.
Performance & Career Progression
- Metrics: Employee performance is tracked through availability, Case Time Entry (CTE), customer satisfaction (CSAT) scores, First Contact Resolution (FCR) metrics for phones, and issue logs related to escalations.
- Growth Opportunities: Analysts begin managing ad hoc requests, and after six months to one year, may transition to working on quarterly earnings updates and product-related testing.
- Advancement: After one to two years, staff members are eligible to pursue internal opportunities within the activations, technical product support, QA engineering, or earnings teams.
Working Conditions
- Peak Periods: The team's biggest operational challenge is managing high, urgent volumes during the quarterly earnings peak, which spans four to five weeks.
- Blackout Windows: The quarterly earnings peak is a strict blackout window for time off and vacations to ensure SLAs are met.
- Availability: This position may require non-business hours activities such as critical client events, escalations, and holiday coverage, including after-hours, weekend, and holiday support as needed for earnings and/or emergencies.
Selection Process
Our hiring process consists of a standardized four-stage flow:
Stage 1: Recruiter Screen: An initial screening call with a member of our talent acquisition team.
Stage 2: Technical Assessment: A practical assessment to evaluate technical competencies.
Stage 3: Leadership Interview: An interview with the department leader.
Stage 4: Final Interview: A final interview with the direct hiring manager you would be reporting to.
Originally posted on Himalayas