Sr Associate Technical Client Support

Sr Associate Technical Client Support

Locations Islamabad, PK Time type Full time Posted Yesterday Job requisition id 331867

About the Role

Grade Level (for internal use): 08 The Role: Senior Associate Technical Client Support Grade 8A

Location Islamabad

The Team: We are responsible for providing tech support for our business intelligence tool. We have a global footprint and are present in the US, Pakistan, India & Philippines. We provide opportunities to gain in-depth product knowledge & hone technical skills.

The Impact: We resolve client concerns and requests in a timely, efficient, accurate, and professional manner while exhibiting excellent customer service, ensuring client happiness and keeping the growth of our company under consideration. The role is going to help us deal with expert level client issues and develop subject matter expert on the Technical front.

What’s in it for you: Are you someone who gets frightened when you see an error message pop up on your computer or do you dig to explore the reason behind it? If you do the latter, you are someone we'd be interested in speaking with. Being in this role, you can:

• Associate yourself with a globally renowned financial industry leader
• Improve your technical expertise by working with a globally recognized and successful financial information and technology organization
• 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

• Provides high quality technical application support within a supported product range with minimal supervision. Not only resolve client issues, but provide long term fix. Majorly independent, handles tough client issues, point of contact for team. Serves as a resource for younger teammates.
• Provides assistance and training to other non-technical client support teams as well as other departments as needed. Contribute to the new hire onboarding process.
• Contributes to internal projects and processes. Provides feedback and contributes to improving internal systems. Generates new ideas around new projects with LEAN and automation in mind.
• Train new hires on Product, tools and Processes. Provide feedback on new hires to the management for better training. Seek to improve the onboarding process for new hires.
• Advanced understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage. Good understanding of open/closed technical bugs.

What We’re Looking For:

• Strong technical skills and strong understanding of Windows platforms, internal platforms, CRM, etc. Experience with an exposure to various logging systems also desirable.
• You should be able to influence client satisfaction via removal of complicated technical hurdles with product usage. Able to make technical decisions that can impact clients in a moderate to significant way.
• Strong understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage.
• You also should have an appetite for providing superb customer service
• Solid understanding & working knowledge of MS Office (Word, Excel, PowerPoint)
• Experience in running network captures and product error logs.

Basic Qualifications:

• Have excellent written and verbal English communication skills and are able to communicate via phone and email
• You have meaningful 2 to 4 years of experience in a customer facing technical role in support MI or CIQ products.
• Strong written and verbal communication skills. Prior customer service (including phone) experience. Ability to effectively communicate technical concepts to a non-technical external audience or internal non-technical stakeholders.
• You are organized and have the ability to collect, analyze and summarize data to prepare clear reports; more like technical product documentation

About Company Statement:

• At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

• S&P Global Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visit www.spglobal.com/marketintelligence.

• S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race/ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.

• About S&P Global Market Intelligence

• At 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.

• For more information, visit www.spglobal.com/marketintelligence.

• What’s In It For You?

Our Mission:

• Advancing Essential Intelligence.

Our People:

• We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

• From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

• Integrity, Discovery, Partnership

Recruitment Fraud Alert:

• If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to [email protected]. S&P Global never requires any candid