Research 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

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.

What you will do:

• 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.

You need to have:

• 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.

Preferred Experience/Training:

• Experience in an analyst, research, or client-facing support role within the legal, tax, regulatory, financial, or information services industry.
• Familiarity with Bloomberg Industry Group products, including Bloomberg Law, Bloomberg Tax, Bloomberg Government, Bloomberg Environment, or Bloomberg Terminal.
• Strong research, analytical, and problem-solving skills.
• Ability to quickly learn new products, tools, and workflows.
• Juris Doctor (JD), MLS/MILS, paralegal background, or equivalent research-focused education or experience is a plus.

Compensation Range:

$66,000.00-$82,000.00

Equal Opportunity

Bloomberg Industry Group maintains a continuing policy of non-discrimination in employment. It is Bloomberg Industry Group’s policy to provide equal opportunity and access for all persons, and the Company is committed to attracting, retaining, developing, and promoting the most qualified individuals without regard to age, ancestry, color, gender identity or expression, genetic predisposition or carrier status, marital status, national or ethnic origin, race, religion or belief, sex, sexual orientation, sexual and other reproductive health decisions, parental or caring status, physical or mental disability, pregnancy or maternity/parental leave, protected veteran status, status as a victim of domestic violence, or any other classification protected by applicable law (“Protected Characteristic”). Bloomberg prohibits treating applicants or employees less favorably in connection with the terms and conditions of employment, in all phases of the employment process, because of one or more Protected Characteristics (“Discrimination”).