Sr. Client Services/Customer Care Support Analyst

2 weeks ago

Gurgaon, Haryana, India S&P Global Market Intelligence Full time ₹ 6,00,000 - ₹ 18,00,000 per year

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
  • experience

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