Associate, Product Support

**About the Role**:
**Grade Level (for internal use)**: 07
S&P Global Market Intelligence
**The Role**: Associate Product Support
**The Team**:
S&P Global's Solutions Product Support in the Asia-Pacific (APAC) region is to provide technical support to clients using S&P Global's Enterprise Solutions, specifically focusing on support for the Software business.
S&P Global provides Software offerings for Banks, Asset Managers, Hedge Funds, Insurance companies, Software companies and Treasury functions in large institutions. With offices in EMEA, North America, APAC and India. Our software offering has a global reach and increasingly clients require work to be carried out remotely from their main office.
**The Impact**:
The Support Role in APAC for S&P Global's Solutions business offers several impactful opportunities for individuals starting their careers in the company. Here are some key impacts of this role:
**Building a global network**: As part of the Support Role, individuals become part of a global community. They have the opportunity to connect with mentors, peers, and teams from around the world. This network enables them to access a wealth of knowledge and support, fostering personal and professional growth.
**Knowledge sharing and collaboration**: In the Support Role, individuals are encouraged to share their knowledge and collaborate with colleagues. This collaborative environment allows for continuous learning and the exchange of ideas, contributing to individual and team development.
**Skill development**: The Support Role in APAC offers valuable opportunities for skill development. Individuals learn how to effectively troubleshoot technical issues, provide support to clients, and communicate complex information in a clear and concise manner. These skills are transferable and can be beneficial for future career advancement.
**What’s in it for you**:
As an Associate Product Support Specialist in the APAC, there are several benefits and opportunities for you:
**Career growth**: As you gain in-depth knowledge and experience with our software offerings, you can pave the way for future career growth within S&P Global or in the broader industry. Your specialized skills and expertise will open doors to various career opportunities, such as product management, implementation consulting, or leadership roles within the product support domain.
**Client interaction and impact**: Working directly with clients and providing high-quality support and training allows you to have a direct impact on their experience and success with our software offerings. Building strong relationships with clients and helping them overcome challenges can be rewarding and fulfilling.
**Cross-functional collaboration**: As a Product Support Specialist, you will collaborate with colleagues across different business lines and regions. This collaborative environment fosters knowledge sharing, exposes you to diverse perspectives, and helps you develop a broader understanding of the organization's operations and product offerings.

**Responsibilities**:
Effectively and efficiently troubleshoot client issues to resolution and escalate as needed, work with internal groups to document issues, and deliver effective solutions
Monitor all incoming support channels to address client inquiries quickly and efficiently, and manage multiple requests simultaneously.
Maintain multiple client-reported questions or issues, and document written and verbal communication in our internal service management system.
Work directly with senior managers on a regular basis and collaborate with colleagues across business lines and regions.
You will contribute to the development and maintenance of product documentation, including user guides, troubleshooting guides, and knowledge base articles.
**What We’re Looking For**:
**Education and qualifications**: A bachelor's degree in computer science, information technology, or a finance related field is typically required.
Proficiency in excel is often required.
**Problem-solving and analytical abilities**: Strong problem-solving skills, including the ability to analyze complex issues, identify root causes, and develop innovative solutions. The capacity to work under pressure, prioritize tasks, and meet tight deadlines is important for handling multiple support requests simultaneously.
**Customer-oriented mindset**: A customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction.
**Communication skills**:
English - Good communication skills to be able to communicate with Global Teams
**S&P Global Grade ( relevant for internal applicants only )**:
Grade 7
**The Location**:
Kuala Lumpur, Malaysia
**About Company Statement**:
S&P Global delivers essential intelligence that powers decision making. We provide the world’s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you’ll help solve complex challenges t