Description:
The Team: The Metals & Mining Client Support team is responsible for providing client support for our business intelligence tool by communicating with clients & driving product usage. Being present in US, Pakistan & Philippines makes it a truly global team. Members of the team get to learn in-depth metals & mining industry knowledge, produce webcast presentations and develop technical skills. You will also work with different teams inside the organization across many functional areas (Sales, Technology, Product Management, Content & Industry Research, etc).
The Impact: As the front lines of the organization, your regular day requires you to answer client queries while showcasing your vast knowledge of our tools, data and the industry we cover. Additionally, you’ll help to accelerate the quality and timeliness of the data, improve operational efficiency to reduce error rates, and improve support survey scores to help maintain retention rates of our clients and drive revenue increases.
What’s In It For You
- Sharpen your professional and social skills while interacting with metals & mining industry leaders
- Develop your industry knowledge by working with our diverse client base at various financial institutions, government organizations and Universities located across the globe.
- Learn technical expertise like MS Excel, SQL and financial modeling
- Be part of a company that is a results-focused meritocracy. We set high standards and value accountability. We seek to identify and reward extraordinary performance with growth opportunities.
Responsibilities
- Providing the highest level of data, functionality and product support to S&P Global clients researching/analyzing appropriately and using all available resources.
- Answering in bound phone calls, emails, chats from external clients
- Effective Workflow Management including:
- Logging and tracking information in the appropriate systems in an accurate and timely manner
- Escalated cases are passed to other departments following procedures
- Contribute to operational efficiency by applying the Lean principles to the day to day job
- Use Diagnostic Techniques to go beyond client wants and delve into the why
- Work with senior analysts on projects and develop subject matter expertise in the Metals & Mining industry.
- Record and deliver persona/workflow based client trainings with adequate support and oversight.
- Participates in user acceptance testing efforts within area of focus to ensure that products meet the highest standard for client experience.
- Create documentation around different client queries for product associates in order to create a central repository of information which can be accessed by internal stakeholders on how to best use the product.
Basic Qualifications
What We’re Looking For:
- Bachelor/Undergraduate Degree holder, preferably in Economics, Finance or equivalent
- Excellent written and verbal communication skills
- Strong attention to detail and ability to multitask effectively
- Team-player mentality with strong collaboration skills
- Flexible to changes in a rapidly evolving environment