Q4 Inc.
Client Support Analyst
About this role
At Q4, we make an impact together, obsess over our customers, operate with integrity, and bring big ideas to life. Q4 is charting a bold new path for investor relations as the first AI-driven IR Ops Platform, providing everything an IR team needs to succeed on a single, powerful platform. The Q4 Platform enables public companies to attract, manage, and understand investors - all in one place. Over 2,600 customers, including many of the most respected brands in the world, trust Q4 to help drive premium valuations for their companies. Only Q4 offers a tech stack holistically designed to equip IR teams with data, insights, and smart workflows that power remarkable outcomes. Learn more at . We hire smart, curious, and talented people to push boundaries, reimagine what’s possible, and turn challenges into opportunities. All while keeping the needs of our clients at the heart of everything we do. Come grow with us! Role Overview The Client Support Analyst contributes to the success of the team through flawless and timely execution of website content updates and the delivery of excellent client service. This opportunity is ideal for an individual who enjoys working collaboratively within a team environment and is passionate about delivering exceptional client experiences. You will have the exciting opportunity to apply your technical skills while supporting well-known publicly traded companies, such as Netflix, Nvidia, and Google. Key Responsibilities
- Work within the Q4 Studio Content Management System to assist publicly traded clients in maintaining up-to-date websites compliant with regulatory standards.
- Manage ad hoc support requests, which involve updating website layouts, documents, and board of directors pages.
- Facilitate high-impact content updates, including the addition or replacement of webcasting information, presentations, disclosure documents (press releases and financial reports), and ESG materials.
- Communicate with clients frequently and professionally,, primarily via email and phone to keep them informed on the status of their requests.
- Ensure timely delivery of client updates.
- Adhere to strict Service Level Agreements (SLAs), specifically addressing new cases within 60 minutes and reopened cases within 30 minutes.
- Conduct frequent quality review checks when performing site updates to ensure accuracy and quality of work. Qualifications & Required Skills
- Customer Service Excellence: 1-2 years of customer service experience. Professional customer support experience is prioritized over real-world technical application.
- Technical Knowledge: Demonstrated knowledge of HTML and CSS. Basic knowledge of JavaScript and jQuery is required. Candidates who have acquired these technical skills through courses or training, but lack real-world application, are highly encouraged to apply if they possess strong customer support experience.