Client Research & Support Specialist

Bloomberg Industry Group; Arlington (VA); On-site; USD 66,000 - 82,000; Full time

Job summary

Bloomberg Industry Group in Arlington, VA is seeking a client support professional to serve as the first point of contact for inquiries across BIGroup products via phone, email, and chat.

You will triage requests, guide users through solutions, and escalate complex issues to Tier 2/3 while maintaining ownership of the client experience. This role emphasizes collaboration across product, engineering, sales, and marketing to drive adoption and success.

Qualifications

• 3+ years of experience working on legal or financial fields
• Strong customer service orientation with excellent verbal and written communication skills
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Comfortable troubleshooting issues and guiding clients through solutions step by step
• Strong organizational skills with attention to detail and follow-through
• Ability to collaborate effectively across support, product, engineering, and business teams
• Demonstrated ownership mindset with the ability to take initiative and drive issues toward resolution. Interest in supporting clients and helping users navigate research platforms and workflows
• Flexibility to work assigned business hours, including weekends and holidays as needed

Responsibilities

• Serve as the first point of contact for client inquiries across Bloomberg Industry Group products via phone, email, and chat
• Intake, assess, and triage client requests by gathering relevant details, identifying urgency, and routing issues appropriately; resolve basic to moderately complex client issues through troubleshooting, product guidance, research assistance, and account support
• Escalate technical or complex issues to Tier 2 and Tier 3 support teams while maintaining ownership of the client experience through resolution
• Partner closely with Product, Engineering, Sales, and Marketing teams to communicate client needs, troubleshoot issues, and support product adoption
• Manage a high volume of client interactions while maintaining professionalism, responsiveness, accuracy, and service quality
• Educate clients and internal users on product features, workflows, and best practices to drive successful product usage
• Track and document client interactions using CRM systems, ticketing platforms, and project management tools
• Monitor escalated requests, provide timely updates, and ensure issues are resolved efficiently and completely
• Identify recurring client challenges and communicate feedback to internal stakeholders to support continuous product and process improvement
• Participate in special projects and initiatives that enhance operational efficiency and improve the overall client experience
• Stay current on Bloomberg Industry Group products, workflows, tools, and support processes to provide informed and effective client assistance

Skills

Customer service orientation

Verbal and written communication

Multitasking / prioritization

Troubleshooting

Attention to detail

Cross-functional collaboration

Ownership mindset

Flexibility / availability

Education

Juris Doctor (JD) or MLS/MILS or paralegal background

Job description

Bloomberg Industry Group in Arlington, VA is seeking a client support professional to serve as the first point of contact for inquiries across BIGroup products via phone, email, and chat.

You will triage requests, guide users through solutions, and escalate complex issues to Tier 2/3 while maintaining ownership of the client experience. This role emphasizes collaboration across product, engineering, sales, and marketing to drive adoption and success.