Sr. Client Services/Customer Care Support Analyst

As a Client Services/Customer Care Support Specialist at S&P Global Market Intelligence, your role will involve participating in all aspects of receiving, evaluating, and resolving customer service issues to ensure a first-class service that enhances customer satisfaction and business value. **Key Responsibilities:**

• Resolve customer support queries via email, phone, live chat, and Salesforce cases concerning technical, functionality, and market/data issues within agreed SLAs
• Manage user accounts and customer onboarding processes
• Handle permissioning of data and billing administration while ensuring compliance procedures
• Provide expertise in an assigned product area and act as a go-to person for product-related queries
• Communicate product, support, and project updates at departmental meetings
• Assist in creating and maintaining customer support team processes and documentation
• Identify and escalate calls to appropriate support units when necessary
• Innovate service desk systems and reports for efficiency
• Formulate and implement effective business workflows and processes using Salesforce
• Contribute to a positive work environment and collaborate with team members globally **Qualifications Required:**
• Flexibility to work in fixed US shift hours, including India Bank holidays
• Strong communication and interpersonal skills
• Excellent organizational skills with attention to detail
• Quick learner with multitasking abilities
• Proficiency in MS Excel
• Effective analytical and troubleshooting skills
• Ability to adapt to changing situations and work well in a team
• Customer-facing phone experience