Client Research & Support Specialist

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

Job summary

Bloomberg Industry Group is hiring an experienced client support specialist to serve as the first line of contact across products via phone, email, and chat. You will intake, triage, and route inquiries, then guide clients through basic to moderately complex issues with product knowledge and careful research.

In this role you will escalate only when needed to Tier 2/3, while maintaining ownership of the client experience.

Qualifications

• 3+ years in legal or financial fields.
• Strong customer service orientation with clear verbal and written communication.
• Ability to manage multiple priorities 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.

Responsibilities

• Serve as the first contact for client inquiries 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

Multi-tasking

Troubleshooting

Verbal & written communication

Cross-functional collaboration

Ownership mindset

Education

Juris Doctor (JD)

Paralegal background

MLS/MILS

Tools

CRM systems

Ticketing platforms

Project management tools

Job description

Bloomberg Industry Group is hiring an experienced client support specialist to serve as the first line of contact across products via phone, email, and chat. You will intake, triage, and route inquiries, then guide clients through basic to moderately complex issues with product knowledge and careful research.

In this role you will escalate only when needed to Tier 2/3, while maintaining ownership of the client experience.