Client Support Specialist
Client Support Specialist
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Job Description
About the Role:
Grade Level (for internal use):
10Client Support Specialist
The Team:
The WSO Client Support Team at S&P Global provides ongoing product support and best practice advisory while simultaneously collaborating with colleagues in other Market Intelligence business segments. You will join a customerfocused team led by a highly experienced management team dedicated to developing and maintaining client relationships to drive product adoption growth and client retention in a supportive and collaborative environment.
Responsibilities and Impact:
The Client Support Team is the first line of client inquiries and provides Level 1 Support. Beyond this they internally navigate and triage client inquiries to the correct group for resolution. Client Support Specialists are able to quickly identify the needs of client inquiries and are able to speak with clients directly if needed.
Providing outstanding firstlevel phone and email support for corporate clients
- Maintaining strong customer relationships while supporting S&P Global s software solutions from tasks such as scheduling reports to higher severity projects and client queries
- Providing clients both internal and external with timely assistance whenever a question or issue is raised
- Troubleshooting virtually and assisting Client Engagement Managers with internal issue ticketing system and escalations
- Ownership of inbound client queries and additional responsibility for how to training and conducting basic product demonstrations
- Liaising with product teams regarding bugs and forthcoming enhancements and soliciting feedback from clients to ensure seamless support and ongoing innovation
- Collaborating with internal teams to deliver marketing pieces and updating knowledge base tools
- Utilize Freshdesk to track all client interactions
- Lead client calls with key stakeholders; draft call agendas meeting notes and track action logs to identify process enhancements to improve customer experience.
- Present KPIs and Metrics identify trends and patterns and feedback customer satisfaction to leadership.
Basic Required Qualifications:
- Bachelors degree in Finance Economics Management Business Administration Marketing or relevant field
- Experience in account management client success or other clientfacing roles
- Minimum 13 years experience in capital markets finance investor relations or relevant field
- Highly proficient in Microsoft Excel Word and PowerPoint and the motivation to learn new applications (experience with Microsoft Teams Salesforce Jira or Pendo is a plus)
- Excellent written and verbal communication skills and an outstanding customer service orientation
- Strong organizational skills and ability to manage multiple tasks
- The ability to work well both independently and within a team
- The ability to work well within a fastpaced environment handle highpressure situations and manage deadlines appropriately
About S&P Global Market Intelligence
At S&P Global Market Intelligence a division of S&P Global we understand the importance of accurate deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions partnering with customers to expand their perspective operate with confidence andmake decisions with conviction.
For more information visit In It For You
Our Purpose:
Progress is not a selfstarter. It requires a catalyst to be set in motion. Information imagination people technologythe right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence pinpointing risks and opening possibilities. We Accelerate Progress.
Our People:
Were more than 35000 strong worldwideso were able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. Were committed to a more equitable future and to helping our customers find new sustainable ways of doing business. Were constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.
Our Values:
Integrity Discovery Partnership
At S&P Global we focus on Powering Global Markets. Throughout our history the worlds leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do bring a spirit of discovery to our work and collaborate in close partnership with each other and our customers to achieve shared goals.
Benefits:
We take care of you so you cantake care of business. We care about our people. Thats why we provide everything youand your careerneed to thrive at S&P Global.
Our benefits include:
Health & Wellness: Health care coverage designed for the mind and body.
Flexible Downtime: Generous time off helps keep you energized for your time on.
Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.
Invest in Your Future: Secure your financial future through competitive pay retirement planning a continuing education program with a companymatched student loan contribution and financial wellness programs.
Family Friendly Perks: Its not just about you. S&P Global has perks for your partners and little ones too with some bestin class benefits for families.
Beyond the Basics: From retail discounts to referral incentive awardssmall perks can make a big difference.
For more information on benefits by country visit: https://spgbenefits/benefitsummaries
Inclusive Hiring and Opportunity at S&P Global:
At S&P Global we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and equal opportunity ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration we drive innovation and power global markets.
Equal Opportunity Employer
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity color religion sex sexual orientation gender identity national origin age disability marital status military veteran status unemployment status or any other status protected by law. Only electronic job submissions will be considered for employment.
If you need an accommodation during the application process due to a disability please send an email to:and your request will be forwarded to the appropriate person.
US Candidates Only:The EEO is the Law Poster discrimination protections under federal law. Pay Transparency Nondiscrimination Provision Middle Professional (EEO Job Group) (inactive) 20 Professional (EEO2 Job CategoriesUnited States of America) OPRTON202.1 Middle Professional Tier I (EEO Job Group)
Required Experience:
Unclear Seniority
Employment Type
Full-Time
Key Skills
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