Our team provides technical support for our business intelligence tool, with a global footprint across the US, India, Pakistan, and the Philippines. We value continuous learning, offering opportunities to gain in-depth product knowledge and hone technical skills in a collaborative environment.
Key Responsibilities
- Resolve client concerns and requests efficiently, accurately, and professionally, ensuring excellent customer service and client satisfaction.
- Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team.
- Assist and train non-technical client support teams and other departments as needed; contribute to new hire onboarding.
- Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind.
- Train new hires on products, tools, and processes; provide feedback to management for enhanced onboarding.
- Maintain advanced understanding of supported products, including technical bugs and customer usage requirements.
Required Qualifications
- 2 to 4 years of experience in a customer-facing technical support role for MI or CIQ products.
- Excellent written and verbal English communication skills; ability to communicate via phone and email.
- Strong technical skills and understanding of Windows platforms, internal platforms, CRM, and various logging systems.
Key Soft Skills
- Strong customer service orientation and ability to influence client satisfaction.
- Ability to communicate technical concepts to non-technical audiences.
- Organized with ability to collect, analyze, and summarize data for technical documentation.
- Solid understanding and working knowledge of MS Office (Word, Excel, PowerPoint)
Company Profile
At S&P Dow Jones Indices, we provide iconic and innovative index solutions backed by unparalleled expertise across the asset-class spectrum. By bringing transparency to the global capital markets, we empower investors everywhere to make decisions with conviction. Were the largest global resource for index-based concepts, data and research, and home to iconic financial market indicators, such as the S&P 500 and the Dow Jones Industrial Average . More assets are invested in products based upon our indices than any other index provider in the world. With over USD 7.4 trillion in passively managed assets linked to our indices and over USD 11.3 trillion benchmarked to our indices, our solutions are widely considered indispensable in tracking market performance, evaluating portfolios and developing investment strategies.
