Associate, Client Support

2 months ago

Manila, National Capital Region, Philippines S&P Global Full time
The Client Operations team is responsible for providing client support on our business intelligence tool by holding investigative conversations & driving product usage and revenue. Members of the team get to learn in-depth industry knowledge, produce research and develop technical skills. Responsibilities include providing data, functionality and product support to clients, answering phone calls, emails and chats, and managing workflows. The team works with different teams inside the organization, across functional areas such as Sales, Technology, Content & Industry Research. The role requires a strong understanding of data, technical skills and industry knowledge. The team is present in the USA, Argentina, Philippines & Pakistan, making it a truly global team. The ideal candidate will be open to work on a US shift schedule (9PM to 6AM).

Providing the highest level of data, functionality and product support to S&P Global clients
Answering in bound phone calls, emails, chats from external clients
Effective Workflow Management including logging and tracking information in the appropriate systems in an accurate and timely manner
Advanced cases are passed to other departments following procedures
Use Diagnostic Techniques to go beyond client wants and delve into the why
Record and deliver persona/workflow based client trainings with adequate support and oversight
Participates in user acceptance testing efforts within area of focus to ensure that products meet the highest standard for client experience
Document different client queries for product associates in order to build a central repository of information which can be accessed by internal partners on how to best use the product
Open to work on a US shift schedule (9PM to 6AM)

We are 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. At S&P Global, we focus on Powering Global Markets. 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. 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, flexible downtime, continuous learning, invest in your future, family friendly perks and beyond the basics. We are committed to diversity, equity and inclusion, and strive to better reflect and serve the communities in which we live and work. 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.

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