Client Services/Customer Support Analyst (US SHIFT WORKING HOURS)

About the role

Grade Level (for internal use): 07 The Team: We are over 14,000 analysts, data scientists and specialists armed with real-time technology and data, working together to uncover deeper sources of information. The unique insights we provide help the industries and markets that drive our economies operate more efficiently, outpace competition and secure long-term success. Our global insights impact nearly every major sector - from aerospace to automotive. We empower our customers by isolating cause and effect, risk and opportunity in new ways so they can make well-informed decisions with greater confidence. This is a force we call The New Intelligence. The Impact: The Customer Care Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligence's customer service issues in a timely fashion. Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to S&P Global. What's in it for you: The benefits: Great career growth opportunities Flexi benefits annually Annual and medical leaves Medical health insurance Responsibilities: The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our activities would include: Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs User management and customer on-boarding Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met Answering queries about permissioning from colleagues and Third-Party data providers Develop specialist status, thorough expertise, in an assigned product area. Become a "go-to" person for that product to support customers and internal staff queries Act as the point person on product operational changes through scheduled product meetings Provide weekly product, support and project-based status updates at departmental meetings Assist with the creation and maintenance of Customer Care Team's processes and documentation to ensure efficient running of the team Identifying and escalating calls as needed to the appropriate level 2 support units Continually innovate and fine tune the service desk system and reports to maximize its efficiency Formulate and help implement effective business workflows and processes for internal S&P Global Market Intelligence departments using Salesforce as required

Requirements

• Excellent Customer Service and support experience supporting Global customers to Resolve basic customer's phone, webchat and email inquiries
• Ability to utilize and accurately record customer issues into our Customer Care systems (Salesforce/Cisco phone/Webchat)
• Developing knowledge across IHS Markit product groups from an information/content perspective
• May have more detailed knowledge of one or more product disciplines
• Broad knowledge of internal customer facing processes
• Gather information and escalates to Tier 2 or other teams as necessary
• Able to work during Public Holidays (compensated accordingly)
• Able to work on WEEKENDs as part of the working days (weekdays off)Able to work independently with minimum supervision needed
• Flexible on shift rotation base on business needs preferably US hours
• About S&P Global Market Intelligence
• For more information, visit www.spglobal.com/marketintelligence .
• What's In It For You?
• Our Mission:
• Advancing Essential Intelligence.
• Our People:
• Our Values:
• Integrity, Discovery, Partnership
• Throughout our history, the world's 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

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