Customer Support Representative

WHAT WE DO

Nitrogen has been revolutionizing how financial advisors and wealth management firms engage with their clients since the launch of Riskalyze in 2011. Today, Nitrogen offers an integrated client engagement software platform featuring risk tolerance, proposal generation, investment research, and financial planning tools designed to help firms and financial advisors deliver personalized advice. We invented the Risk Number®, built on top of a Nobel Prize-winning academic framework, and is the champion of the Fearless Investing Movement — tens of thousands of financial advisors committed to our mission of empowering the world to invest fearlessly.

WHAT WE ARE ALL ABOUT

Nitrogen is defined by growth. We are a fast-paced, ever-evolving team that loves being at the forefront of technological innovation in the investing space. The work we do takes creative problem solving and a can-do attitude. Every member of our team is a critical player who takes accountability for their work and stewards it with excellence. As a company, we value each other by creating space for everyone to be heard and well supported. We achieve this goal through weekly team meetings, one-on-one managerial investment in each employee, and thorough feedback processes. We strive to create an atmosphere that is based on respect and communication, while also fostering an engaging and lively work environment. From all-staff meetings, to team build events, to department-wide retreats, we give everyone a seat at the table to contribute their best work and have fun along the way. We are highly collaborative, thoroughly engaged, and completely committed to bringing our best day-in and day-out. From the customers we support, to the careers we foster, we infuse growth and advancement into everything we touch.

Nitrogen is an equal opportunity employer. We encourage people from underrepresented groups to apply. We are committed to being fair and intentional in our hiring decisions by reviewing every application thoroughly.

THE ROLE

As a Customer Support Representative, you are helping to empower the world to invest fearlessly as the face of Nitrogen by serving and responding to every customer request with excellence and delight.

• Provide fast and delightful initial responses to customer requests (first response) via live chat, email, and phone.
• Relay tones of delight, helpfulness, and a positive attitude with customers during every interaction (CSAT/Delight).
• Resolve first-level questions, and provide expectations related to product issues in a timely manner (full resolution).
• Develop ways to reduce or deflect the number of tickets we process.
• Identify and escalate technical issues to internal stakeholders and report to QA and engineering teams when needed (bug reporting).
• Provide valuable product ideas to the product team. You are the “voice of the customer.” (product idea submissions)
• Triage customer inquiries quickly to help maximize renewals and minimize churn (straight retention).
• Discover growth opportunities and work with teammates in Sales and Customer Success (net retention).
• Improve and leverage user-facing educational resources (e.g., KBs, Academy, webinars).
• Train and mentor new Customer Care Reps through feedback loops like Peer Reviews, the Buddy System, and team collaboration (continued learning).

Requirements

Be a Nitro:

• Ability to work well in a high-energy, fast paced, and constantly changing environment.
• Speak the language of our core audiences: advisors, broker dealers, corporate RIAs, custodians and clearing firms, asset managers, and compliance departments.

Expert Communication:

• Excellent verbal and written communication skills for interactions with customers, partners, and prospects.
• Listening and demonstrating true empathy (building rapport) with customers (seeking to understand).
• Articulate complicated information, and simplify how-to steps, via written and verbal communication that is simple, clear, concise, professional, and friendly (delight).

Expert Troubleshooter:

• Stellar skills in specific subject matter. Ability to teach updates, processes, and explain complex issues to customers and teammates.
• Strong knowledge about computers, operating systems, browsers, and ability to document and reproduce basic issues.

Exudes Ownership (Leadership):

• Willingness to proactively reach out, initiating conversations, and providing assistance to customers and teammates.
• Take responsibility for following up with users, customers, engineers, and other stakeholders to ensure that a support conversation is resolved in a timel