Sr. Client Services/Customer Support Analyst

About the Role:

Grade Level (for internal use):

08

The role is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligence's global customer service issues in a timely fashion, mainly on Japanese customers. Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to S&P Global. The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our activities would include:

● Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs

● User management and customer on-boarding

● Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met

● Answering queries about permissioning from colleagues and Third-Party data providers

● Develop specialist status, thorough expertise, in an assigned product area. Become a "go-to" person for that product to support customers and internal staff queries for the EMEA region

● Act as the point person on product operational changes through scheduled product meetings

● Provide weekly product, support and project-based status updates at departmental meetings

● Assist with the creation and maintenance of Customer Care Team's processes and documentation to ensure efficient running of the team

● Identifying and escalating calls as needed to the appropriate level 2 support units

● Continually innovate and fine tune the service desk system and reports to maximize its efficiency

● Formulate and help implement effective business workflows and processes for internal Markit departments using Salesforce as required

Required Skills/Characteristics

● Strong Japanese (A MUST) and English language verbal and written communication skills

● Excellent organizational skills with the ability to integrate into a fast-paced environment with great attention to detail

● Ability to learn quickly and multitask

● Strong MS Excel skills

● Effective analytical and troubleshooting skills

● Flexible and reliable, able to adapt to changing situations.

● Team player, able to spot where help is required and can deliver help, coaching and training to other team members globally.

● Ability to use own initiative to solve problems: ability to turn quality work around in quick timescales and can discern the need for urgency from unnecessary rush.

● Customer-facing phone experience

Preferable Skills/Characteristics

● Work experience, either directly with the public or on a dedicated support desk

● Experience of financial services technology and/or market data experience

● Interest in financial markets

● Experience with a call management system and Salesforce tool

● Flexible and able to work during public holidays as necessary.

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 .

What's In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence, pinpointing risks and opening possibilities. We Accelerate Progress.

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. We're constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That's why we provide everything you—and your career—need to thrive at S&P Global.

Our 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: It's not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit:

Diversity, Equity, and Inclusion at S&P Global:

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn't stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Job ID: 306654

Posted On:

Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia