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S&P Global Market Intelligence
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Sr. Client Services/Customer Care Support Analyst

Sr. Client Services/Customer Care Support Analyst

S&P Global Market Intelligence

2 - 5 years

3 - 6 Lacs

gurugram

Posted:5 hours ago| Platform:

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Skills Required

client servicing apex salesforce marketing troubleshooting visualforce repair excellent verbal and written communication skills management skills team management sfdc presentation skills salesforce crm installation content writing

Work Mode

Work from Office

Job Type

Full Time

Job Description

The Customer Support Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligence customer service issues in a timely fashion. Team members focus on providing a first-class service that contributes to a measurable increase in customer satisfaction and enhanced business value.

You 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 onboarding
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 and 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 CST processes and documentation to ensure the 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 Markit departments using Salesforce as required

Required Skills/Characteristics:

Flexible to work in fixed US shift hours, inclusive of India Bank holidays
Strong communication and interpersonal skills both verbal and written
Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail
Ability to learn quickly and multitask
Strong MS Excel skills
Effective analytical and troubleshooting skills
Flexible and reliable, able to adapt to changing situations
Team player, able to spot where help is required and is able to deliver help, coaching and training to other team members globally
Ability to use own initiative to solve problems: ability to turn quality work around in quick timescales, and is able to discern the need for urgency from unnecessary rush
Customer-facing phone experience

Preferable Skills/Characteristics:

Work experience, either directly with the public or on a dedicated support desk
Experience of financial services technology and/or market data experience
Interest in financial markets
Experience with a call management system
Salesforce.com experience

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Sr. Client Services/Customer Care Support Analyst