As a member of the Customer Care Team at S&P Global Market Intelligence, you will play a crucial role in ensuring customer satisfaction and business value through timely resolution of customer service issues. Your responsibilities will include:
Resolving customer support queries related to technical, functionality, and market/data issues through email, phone, live chat, and Salesforce cases within agreed SLAs
Managing user accounts and customer on-boarding processes
Administering data permissions and billing procedures, ensuring compliance standards are met
Addressing permissioning queries from colleagues and Third-Party data providers
Developing expertise in an assigned product area to support customers and internal staff inquiries
Acting as a key contact for operational changes in products through scheduled meetings
Providing regular updates on product, support, and project statuses at departmental meetings
Assisting in creating and maintaining processes and documentation for efficient team operations
Identifying and escalating calls to appropriate support units when necessary
Innovating and optimizing service desk systems and reports for maximum efficiency
Formulating and implementing effective business workflows and processes using Salesforce
To excel in this role, you should possess the following skills and characteristics:
Strong verbal and written communication skills in English (Preferably with proficiency in a secondary language: French, German, Spanish)
Excellent organizational skills with great attention to detail in a fast-paced environment
Quick learning ability and multitasking skills
Proficiency in MS Excel
Effective analytical and troubleshooting skills
Flexibility, reliability, and ability to adapt to changing situations
Team player mindset with the capability to provide help, coaching, and training to team members
Initiative to solve problems efficiently and discern urgency when needed
Preferable skills include prior customer-facing phone experience, work experience on a support desk, financial services technology knowledge, familiarity with call management systems and Salesforce, flexibility to work weekends and public holidays as necessary
Benefits:
S&P Global offers a range of benefits to support employees in their personal and professional growth, including health and wellness coverage, generous time off policies, continuous learning opportunities, financial planning support, family-friendly perks, and more. The organization prioritizes the well-being and development of its employees to foster a thriving workplace. The organization is committed to creating a connected and engaged workplace where individuals have access to opportunities based on their skills and contributions. Candidates are encouraged to report any instances of recruitment fraud to ensure a safe and transparent hiring process. As a member of the Customer Care Team at S&P Global Market Intelligence, you will play a crucial role in ensuring customer satisfaction and business value through timely resolution of customer service issues. Your responsibilities will include:
Resolving customer support queries related to technical, functionality, and market/data issues through email, phone, live chat, and Salesforce cases within agreed SLAs
Managing user accounts and customer on-boarding processes
Administering data permissions and billing procedures, ensuring compliance standards are met
Addressing permissioning queries from colleagues and Third-Party data providers
Developing expertise in an assigned product area to support customers and internal staff inquiries
Acting as a key contact for operational changes in products through scheduled meetings
Providing regular updates on product, support, and project statuses at departmental meetings
Assisting in creating and maintaining processes and documentation for efficient team operations
Identifying and escalating calls to appropriate support units when necessary
Innovating and optimizing service desk systems and reports for maximum efficiency
