Client Services/ Customer Support Analyst

4 weeks ago

Pulau Pinang, Malaysia S&P Global Full time

**About the Role**:
**Grade Level (for internal use)**: 07
- 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 AMER 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 Market Intelligence departments using Salesforce as required

Required Skills/Characteristics
- Strong 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 and/or weekends as necessary.
- MUST be able to work permanently on US Timezone (AMER Hours, 1030pm to 730am MYT).

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.

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.

**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.

**D

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