Client Services/Customer Support Analyst

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

What Were Looking For:

• 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 S&P Global Market Intelligence 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 on permanent AMER Shift (8:00PM-5:00AM IST)
• 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