As a member of the Customer Care Team at S&P Global Market Intelligence, you will play a crucial role in ensuring customer satisfaction and business value through timely resolution of customer service issues. Your responsibilities will include:

• Resolving customer support queries related to technical, functionality, and market/data issues through email, phone, live chat, and Salesforce cases within agreed SLAs
• Managing user accounts and customer on-boarding processes
• Administering data permissions and billing procedures, ensuring compliance standards are met
• Addressing permissioning queries from colleagues and Third-Party data providers
• Developing expertise in an assigned product area to support customers and internal staff inquiries
• Acting as a key contact for operational changes in products through scheduled meetings
• Providing regular updates on product, support, and project statuses at departmental meetings
• Assisting in creating and maintaining processes and documentation for efficient team operations
• Identifying and escalating calls to appropriate support units when necessary
• Innovating and optimizing service desk systems and reports for maximum efficiency
• Formulating and implementing effective business workflows and processes using Salesforce

To excel in this role, you should possess the following skills and characteristics:

• Strong verbal and written communication skills in English (Preferably with proficiency in a secondary language: French, German, Spanish)
• Excellent organizational skills with great attention to detail in a fast-paced environment
• Quick learning ability and multitasking skills
• Proficiency in MS Excel
• Effective analytical and troubleshooting skills
• Flexibility, reliability, and ability to adapt to changing situations
• Team player mindset with the capability to provide help, coaching, and training to team members
• Initiative to solve problems efficiently and discern urgency when needed
• Preferable skills include prior customer-facing phone experience, work experience on a support desk, financial services technology knowledge, familiarity with call management systems and Salesforce, flexibility to work weekends and public holidays as necessary

About S&P Global Market Intelligence:

S&P Global Market Intelligence, a division of S&P Global, delivers accurate and insightful information to help customers expand their perspective, operate confidently, and make informed decisions. The organization is dedicated to transforming data into Essential Intelligence, identifying risks, and unlocking possibilities to accelerate progress.

Joining S&P Global means being part of a diverse and driven team that values curiosity, collaboration, and integrity. The company is committed to empowering employees to create critical insights that drive positive change and progress in the world.

Benefits

S&P Global offers a range of benefits to support employees in their personal and professional growth, including health and wellness coverage, generous time off policies, continuous learning opportunities, financial planning support, family-friendly perks, and more. The organization prioritizes the well-being and development of its employees to foster a thriving workplace.

For more information on benefits by country, visit: [SPGlobal Benefits by Country](https://spgbenefits.com/benefit-summaries)

S&P Global is an equal opportunity employer that values diversity, fairness, and merit in its hiring practices. The organization is committed to creating a connected and engaged workplace where individuals have access to opportunities based on their skills and contributions. Candidates are encouraged to report any instances of recruitment fraud to ensure a safe and transparent hiring process. As a member of the Customer Care Team at S&P Global Market Intelligence, you will play a crucial role in ensuring customer satisfaction and business value through timely resolution of customer service issues. Your responsibilities will include:

• Resolving customer support queries related to technical, functionality, and market/data issues through email, phone, live chat, and Salesforce cases within agreed SLAs
• Managing user accounts and customer on-boarding processes
• Administering data permissions and billing procedures, ensuring compliance standards are met
• Addressing permissioning queries from colleagues and Third-Party data providers
• Developing expertise in an assigned product area to support customers and internal staff inquiries
• Acting as a key contact for operational changes in products through scheduled meetings
• Providing regular updates on product, support, and project statuses at departmental meetings
• Assisting in creating and maintaining processes and documentation for efficient team operations
• Identifying and escalating calls to appropriate support units when necessary
• Innovating and optimizing service desk systems and reports for maximum efficiency
• Formulatin