About the Role: Grade Level (for internal use): 07
The Team: S&P Global Market Intelligence is looking for a Product Support Associate to provide client service and technical support to global institutional clients using our Enterprise Solutions. You will be part of a global product support team providing coverage during APAC hours on enterprise software such as EDM, iLevel, thinkFolio, and WSO.
Responsibilities and Impact: Provide client service and technical support to global institutional clients using our Enterprise Solutions such as EDM, iLevel, thinkFolio, and WSO. Understand, resolve and document client issues and feedback. Develop and maintain product documentation, including user guides, troubleshooting guides, and knowledge-based articles. Work with internal groups and escalate as needed, to document issues and develop solutions. Monitor all incoming support channels to address client inquiries quickly and efficiently. What We're Looking For: Bachelor's degree in computer science, information technology, fintech or finance preferred. Experience in providing client service and technical support to global institutional clients for enterprise software. Proficiency in SQL, scripting languages, and data analysis tools. Strong problem-solving and analytical skills to understand and document client feedback, identify root causes and develop innovative solutions. Ability to work under pressure, prioritize tasks and meet deadlines supporting multiple clients/requests. Customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction. Excellent written and verbal communication skills in English to work with global teams and clients. 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.
Job ID: 309459
Posted On: 2024-12-07
Location: Sydney, New South Wales, Australia
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