Description:
The Issuer Solutions Client Support Team assists our global client base with the day-to-day queries on our investor relations desktop product. You will work closely with our Client Advisors and Sales teams to ensure our clients are maximizing their use and value or our system. The data and insights available in our platform help drive decision making at the highest levels of publicly traded issuers. Our best-in-class client service team plays a critical role in ensuring a best-in-class client experience.
What You’ll Work On
- Becoming an expert in all of S&P’s corporate workflow solutions
- Providing outstanding first-level phone and email support for corporate clients
- Maintaining strong customer relationships while supporting S&P’s software solutions, from tasks such as login assistance to higher severity projects and client queries
- Providing clients, both internal and external, with timely assistance whenever a question or issue is raised
- Troubleshooting via MS Teams and assisting Client Advisors with internal, issue ticketing system and escalations
- Ownership of inbound client queries and additional responsibility for “how to” training and conducting basic product demonstrations
- Liaising with product teams regarding bugs and forthcoming enhancements, and soliciting feedback from clients to ensure seamless support and ongoing innovation
- Collaborating with internal teams to deliver marketing pieces and updating knowledge base tools
- Utilize company CRM to track all client interactions
What We Are Looking For
- Working Hours – 12PM EST – 9PM EST
- BA/BS degree and previous experience in Client Support (0-2 years)
- Fluency in verbal and written English; knowledge of other foreign languages is a plus
- Experience in finance / investor relations and software support a plus
- Experience in working and/or living in an international working environment is a plus
- Must be proficient in MS Word, Excel and Internet applications
- Excellent interpersonal skills and phone/email presence; must be able to deal with others in a pleasant manner and work under varying degrees of pressure and time constraints
- Ability to understand the business and technical needs of the client as well as troubleshoot or resolve client issues
- Great listening skills and responsiveness
- Personal initiative and ability to prioritize and multi-task efficiently and effectively
- Ability to work independently while still interacting within an integrated team structure