Sr. Client Services/Customer Support Analyst (JAPANESE LANGUAGE SUPPORT)

About the role

Grade Level (for internal use): 08 Position Overview Provide first-class customer support for S&P Global Market Intelligence's Japanese and APAC customers, resolving technical, functionality, and data issues while maintaining high satisfaction and business value. Customer Support & Issue Resolution Resolve customer queries via email, phone, live chat, and Salesforce cases , covering technical, functional, and market/data questions within agreed SLAs Assess, troubleshoot, and document issues thoroughly; identify trends and recurring problems to support continuous improvement Escalate complex or high-impact cases to Level 2 support teams with clear context, urgency, and supporting details Product & Operational Ownership Build deep expertise in an assigned product area and become a "go-to" specialist for Japanese customers and internal stakeholders across APAC Act as a key point of contact for product operational changes , participating in scheduled product meetings and coordinating required actions Provide weekly updates on product support themes, ongoing projects, and operational status in departmental meetings as deem necessary Required Qualifications Fluent Japanese and English (verbal and written) - Essential requirement Customer support experience with strong phone communication and problem-solving skills MS Excel proficiency and ability to work with Salesforce and call management systems Excellent organizational skills with ability to multitask in fast-paced environments and manage competing priorities Product expertise development - ability to learn quickly, troubleshoot effectively, and become a specialist resource for assigned areas Team collaboration and adaptability - reliable, flexible, and able to coach others while working independently and adjusting to changing situations