Senior Associate, Technical Support

S&P Global Market Intelligence; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Job summary

S&P Global Market Intelligence is seeking a technically adept Customer Support Specialist to join our BI tool support team in Hyderabad. You will resolve client inquiries, act as SME on technical matters, and contribute to onboarding and process improvements.

The role emphasizes strong English communication, deep Windows platform knowledge, and proficiency with CRM and logging systems. Collaboration across teams and continuous learning are core to this position.

Qualifications

• 2–4 years of experience in a customer-facing technical support role for MI or CIQ products.
• Excellent written and verbal English communication; ability to communicate via phone and email.
• Strong technical skills with Windows platforms, CRM systems, and logging tools.

Responsibilities

• Resolve client concerns and requests efficiently, accurately, and professionally, ensuring excellent customer service and client satisfaction.
• Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team.
• Assist and train non-technical client support teams and other departments as needed; contribute to new hire onboarding.
• Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind.
• Train new hires on products, tools, and processes; provide feedback to management for enhanced onboarding.
• Maintain advanced understanding of supported products, including technical bugs and customer usage requirements.

Skills

English communication

Technical support

Windows platforms

CRM / logging systems

Tools

MS Office

Job description

Job Summary

The Team: Our team provides technical support for our business intelligence tool, with a global footprint across the US, India, Pakistan, and the Philippines. We value continuous learning, offering opportunities to gain in-depth product knowledge and hone technical skills in a collaborative environment.

Responsibilities

• Resolve client concerns and requests efficiently, accurately, and professionally, ensuring excellent customer service and client satisfaction.
• Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team.
• Assist and train non-technical client support teams and other departments as needed; contribute to new hire onboarding.
• Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind.
• Train new hires on products, tools, and processes; provide feedback to management for enhanced onboarding.
• Maintain advanced understanding of supported products, including technical bugs and customer usage requirements.

Qualifications

Basic Required Qualifications

• 2 to 4 years of experience in a customer-facing technical support role for MI or CIQ products.
• Excellent written and verbal English communication skills; ability to communicate via phone and email.
• Strong technical skills and understanding of Windows platforms, internal platforms, CRM, and various logging systems.

Key Soft Skills

• Strong customer service orientation and ability to influence client satisfaction.
• Ability to communicate technical concepts to non-technical audiences.
• Organized with ability to collect, analyze, and summarize data for technical documentation.
• Solid understanding and working knowledge of MS Office (Word, Excel, PowerPoint).

Additional Preferred Qualifications

• Experience in running network captures and product error logs.
• Appetite for continuous learning and process improvement.
• Ability to provide feedback and contribute to team development.