About the Role:

Grade Level (for internal use):

The Role: Senior Associate Technical Support

The Team: You will have the opportunity to work within a Global team setting that contributes directly to a client base to ensure client satisfaction.

The Impact: Ensures that client concerns and requests are resolved in a timely efficient accurate and professional manner demonstrating excellence in service and commitment to client satisfaction balanced with a concern for profitability and growth of the company.

Whats in it for you:

Collaborative work environment where you provide daily assistance to our clients
Opportunity to work with an industry leader within the financial industry
Growth opportunities within a vast segment of the company

Responsibilities:

• Provides high-quality technical application support within a supported product range with minimal supervision. Not only resolve client issues but provide long-term fix. Majorly independent handles tough client issues point of contact for the team. Serves as a resource for younger teammates.
• Provides assistance and training to other non-technical client support teams as well as other departments as needed. Contribute to the new hire onboarding process.
• Contributes to internal projects and processes. Provides feedback and contributes to improving internal systems. Generates new ideas around new projects with AI forward approach.
• Train new hires on Products tools and Processes. Provide feedback on new hires to the management for better training. Seek to improve the onboarding process for new hires.
• Advanced understanding of products within the scope of function both from the perspective of functionality as well as customer requirements and usage. Good understanding of open/closed technical bugs.
• Expect to work rotating shifts including Night and during weekends when necessary.
• Ready to work from the base location in an Anchor/Flex model
  

What Were Looking For:

Strong technical skills and a strong understanding of Windows platforms internal platforms CRM etc. Experience with exposure to various logging systems is also desirable.
You should be able to influence client satisfaction via the removal of complicated technical hurdles with product usage. Able to make technical decisions that can impact clients in a moderate to significant way.
Strong understanding of products within the scope of function both from the perspective of functionality as well as customer requirements and usage.
You also should have an appetite for providing superb customer service
Solid understanding & working knowledge of MS Office (Word Excel PowerPoint)
Experience in running network captures and product error logs.
.
Basic Qualifications:

You have a Bachelors degree in Computer Science Information Technology and/or Data Science related field
Have excellent written and verbal English communication skills and are able to communicate via phone and email
You have meaningful 2 to 4 years of experience in a customer-facing technical role in support Cap IQ Pro or CIQ products.
Strong written and verbal communication skills. Prior customer service (including phone) experience. Ability to effectively communicate technical concepts to a non-technical external audience or internal non-technical stakeholders.
You are organized and have the ability to collect analyze and summarize data to prepare clear reports more like technical product documentation
Strong MS Office (Word Excel PowerPoint) and Basic knowledge of SQL

Preferred Qualifications:

Bachelors in computer science

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 self-starter. 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 company-matched 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 best-in 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: Hiring and Opportunity at S&P Global:

At S&P Global we are committed to fostering a connected andengaged workplace where all individuals have access to opportunities based on their skills experience and contributions. Our hiring practices emphasize fairness transparency and merit 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.

Recruitment Fraud Alert:

If you receive an email from a domain or any other regionally based domains it is a scam and should be reported to. S&P Global never requires any candidate to pay money for job applications interviews offer letters pre-employment training or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines fraudulent domains and how to report suspicious activityhere.