Product Support Specialist

Penta is a global company providing data-driven solutions to help clients  achieve their objectives in an increasingly complex stakeholder environment. We provide cutting-edge intelligence products to help clients understand what their stakeholders think, see, and hear, and then leverage that intelligence to develop and execute effective, measurable strategies.

Our 350+ person global team brings decades of experience in business, government, communications, research, data science, and media. Our clients include companies across a variety of industries, including technology, financial services, energy, healthcare, and more. Penta has offices in New York, London, Washington, DC, San Francisco, Vail, Dublin, London, Brussels, Singapore, and Hong Kong.

Our product team works together across the US and UK offices to build and maintain the data, platform, and analytical tools used by our colleagues to deliver impactful insights for our clients. We maintain a strong learning culture where everyone is expected to not only do their work but help others learn more and grow in their roles and careers.

The Penta Product team is responsible for five core areas of the Penta business:

1. Support: we provide support for all Penta users including colleagues and work directly with clients to get the most out of our products and help them solve problems with any of our intelligence products.

  2. Training: we design and lead all product training including how and when to use any of our Intelligence products like monitoring, insights reports, Penta.live, and the diverse range of analysis tools we build.

  3. Data: we manage all of the data pipelines that underpin our entire platform, including working with providers to manage costs and quality.

 4. Product design: we set the vision and design for our products and what we build from small bugs to major new features like AI summarization of alerts. We also build tools directly to solve problems and automate work for analysts globally.

  5. Product marketing: we are the best suited to be able to communicate how our products solve problems, and we create the messaging and content to communicate that value.

As an Entry-Level Product Support Specialist, you’ll be the frontline for our users, providing exceptional support and troubleshooting their product inquiries. You’ll also play a key role in gathering user feedback and identifying potential product improvements. This is more than just a support role; it’s a stepping stone to your product management aspirations.

In this role you will:

– Provide exceptional customer service: Answer user questions, troubleshoot technical issues, and guide them through product functionalities.

– Become a product expert: Gain in-depth knowledge of our products through training and user interactions.

  – Gather and analyze user feedback: Identify user needs, pain points, and suggestions for improvement.

– Contribute to product development: Participate in internal discussions and provide data-driven insights to inform product decisions.

– Collaborate with cross-functional teams: Work closely with product managers, engineers, and other departments to ensure a smooth user experience.

– Develop your product management skills: Learn the ropes of product development through on-the-job experience and mentorship.

  – Strong technical aptitude and ability to learn new technologies quickly

  – Excellent communication and interpersonal skills, both written and verbal

  – Customer-centric mindset and a passion for exceeding user expectations

  – Detail-oriented with a proactive problem-solving approach

  – Ability to work independently and as part of a team

  – A natural curiosity and desire to learn about product development

  – Competitive salary and compensation structure

– Excellent health care benefits with 100% of individual employee premiums and 50% of dependent health care premiums covered.

– Competitive retirement benefits with 401(k) matching

– Twelve weeks paid parental leave.

– Monthly stipend for cell phone

– Generous paid time off and holiday schedule

– Frequent firm-wide social events and activities

– Excellent environment for learning and growth

This position is for US-based personnel and can be remote or hybrid, but preference will be given to applicants in Washington, DC, and New York City metro areas who can be in-person in-office three days per week.