client service/customer support analyst

Job Description

About the Role:

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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

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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 We're 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 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 night shift/US shift (8pm - 5am or 9pm to 6am).

- 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

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What's In It For You

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the 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:

We're more than 35,000 strong worldwide-so we're 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. We're committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We're 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 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 collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That's why we provide everything you-and your career-need 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: It's 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 awards-small perks can make a big difference.

For more information on benefits by country visit:

Inclusive Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering an inclusive workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and equal opportunity, 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.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision -

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

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