Our Customer Care Support Specialist team stands out for its deep product knowledge and strong cross-functional collaboration, acting as a bridge between clients and internal teams to ensure queries are resolved efficiently with the right expertise.The RoleReporting to the Customer Care Regional Manager, the role is customer facing and requires the ability to problem solve at a technical level across Global Risk and Economics solutions, data, platforms, and delivery workflows including Connect API, REST API, Snowflake and GoogleBigQuery. The final objective is to ensure excellent customer satisfaction and a high client retention rate.What’s in it for you:Client-facing impact: You enjoy working directly with end users to help them to interpret and apply the intelligence gained from our powerful solutions to make more informed business decisions.Empowerment: You like thinking critically about the unique needs at hand and working independently and collaboratively to come up with creative approaches to solve a given pain point or obstacle.Commercial success: You take personal satisfaction in the success of supporting business wins without the pressure of a direct quota/commission structure.Entrepreneurial, innovative culture: You like the challenge of working in an environment that is ever evolving: enhancing our solutions, refining our processes, adapting our strategy.Genuine interest in technology: You are keen on understanding technical workflows, troubleshooting issues, staying up to date with the latest technology developments, and communicating solutions clearly.Responsibilities and ImpactManage client questions and issues effectively, ensuring clear communication, timely resolution, and a high level of customer satisfaction.Troubleshoot customers’ products/platforms/delivery workflows issues to determine the root cause of the problem and recommend a suitable solution.Resolve inquiries related to Global Risk and Economics solutions with accuracy and timeliness, including questions on country risk, economics, forecasts, data tools, platforms and delivery workflows.Provide technical support for Global Risk and Economics delivery solutions, including but not restricted to Connect API, REST API, Snowflake, and GoogleBigQuery, with ownership of complex client requirements and high-impact issues.Support clients with complex workflow requirements across custom dashboards, SSO setup and troubleshooting, platform-related issues, API use cases, and data feed workflows, collaborating with internal teams to resolve issues and enable seamless implementation.Collaborate with cross-functional teams - including Product, Sales, Delivery, and Data - to deliver comprehensive solutions and continuous improvement.Maintain detailed records of client interactions using the internal customer relationship management system and contribute to knowledge base development for team efficiency.Required experience and skill setsExcellent written and spoken English proficiency is essentialMinimum of 1-3 years of experience in client services, customer support, or related client-facing rolesStrong analytical and problem-solving skills with excellent attention to detailsAbility to quickly learn new products, interfaces, and processesExcellent written and verbal communication skillsAbility to stay highly organized in a high-volume, high-priority customer facing environmentAdditional preferred experience and skill setsExperience with country risk, economic indicators, or related market intelligence solutionsExperience with CRM systems and ticketing platforms such as Salesforce or similar customer management toolsAbility to support client onboarding, implementation testing, data validation, documentation, and escalation handling for complex data delivery requirements.Working knowledge of APIs and data delivery methods—such as REST API, Snowflake, Google BigQuery, SFTP, CSV, XML, SQL, JSON, Postman, and Swagger/OpenAPI—is beneficial.About S&P Global Market IntelligenceAt S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.What’s In It For You?Our Mission: Advancing Essential Intelligence.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: S&P Global has perks for your partners and little ones, too. Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.
15 days ago