Grade Level (for internal use):
The Team: We are over 14,000 analysts, data scientists and specialists armed with real-time technology and data, working together to uncover deeper sources of information. The unique insights we provide help the industries and markets that drive our economies operate more efficiently, outpace competition and secure long-term success. Our global insights impact nearly every major sector - from aerospace to automotive. We empower our customers by isolating cause and effect, risk and opportunity in new ways so they can make well-informed decisions with greater confidence. This is a force we call The New Intelligence.
The Impact: The Customer Care Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligence’s customer service issues in a timely fashion. 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.
Responsibilities: 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
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 S&P Global Market Intelligence departments using Salesforce as required
What We’re Looking For:
Excellent Customer Service and support experience supporting Global customers to Resolve basic customer's phone, webchat and email inquiries
Ability to utilize and accurately record customer issues into our Customer Care systems (Salesforce/Cisco phone/Webchat)
Developing knowledge across IHS Markit product groups from an information/content perspective
May have more detailed knowledge of one or more product disciplines
Broad knowledge of internal customer facing processes
Gather information and escalates to Tier 2 or other teams as necessary
Able to work on permanent EMEA Shift (4:00PM-1:00AM)
Able to work during Public Holidays (compensated accordingly)
Able to work on WEEKENDs as part of the working days (weekdays off)Able to work independently with minimum supervision needed
Flexible on shift rotation base on business needs
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 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: https://spgbenefits.com/benefit-summaries
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.
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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: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.
US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.
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