Sr Specialist, Client Support

S&P Global, Inc.; Islamabad; Presencial; PKR 1 339 000 - 2 009 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health & Wellness

Flexible Downtime

Continuous Learning

Invest in Your Future

Family Friendly Perks

Referral incentives

Resumo da oferta

Join S&P Global Market Intelligence, a division of S&P Global, as a Technical Support Specialist. You will provide high-quality technical application support across a wide product range, act as a senior point of contact, train junior teammates, and collaborate with Product Managers to update guides and reports.

You will influence client satisfaction by removing technical hurdles, analyze data to prepare clear reports, and communicate complex concepts to non-technical stakeholders.

Qualificações

• Bachelor's degree in CS/IT/Data Science or related field.
• 4–6 years of experience in a customer-facing technical role.
• Excellent written and verbal English communication.
• Ability to explain technical concepts to non-technical stakeholders.
• Experience supporting CIQ products and Market Intelligence solutions.

Responsabilidades

• Provide high quality technical application support with minimal supervision.
• Resolve client issues and provide long-term fixes.
• Serve as a resource for junior teammates and supervise newer staff.
• Assist and train non-technical client support teams as needed.
• Contribute to onboarding of new hires.
• Collaborate with Product Managers and update technical guides.
• Contribute to standardized reporting and develop new reports as needed.
• Maintain expert understanding of products within scope and user requirements.

Conhecimentos

Customer support

Technical support

Analytical skills

Written and verbal English

MS Office

Formação académica

Bachelor's degree in Computer Science, Information Technology, or Data Science

Ferramentas

Open/closed bug tracking

Product guides maintenance

Descrição da oferta de emprego

About the Role

Grade Level (for internal use): 10

The Team: We are responsible for providing tech support for our business intelligence tool. We have a global footprint and are present in the US, Pakistan, India & Philippines. We provide opportunities to gain in-depth product knowledge & hone technical skills.

Responsibilities

• Provides high quality technical application support over a wide product range with no supervision.
• Not only resolve client issues, but provide long term fix.
• Independent, handles toughest issues, point of contact for team.
• Serves as a resource for younger teammates.
• Contributes to supervision of junior team members.
• Provides assistance and training to other non-technical client support teams as well as other departments as needed.
• Contribute to and own the new hire onboarding process.
• Subject matter expert for the Senior Team members, work closely with Product Managers and make changes/updates to the necessary Technical guides.
• Contribute to the standardized reporting efforts used by all technical teams.
• Can utilize existing reports or proactively develop new reports.
• Expert understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage.
• Good understanding of open/closed technical bugs.

What We’re Looking For

• You should be able to influence client satisfaction via removal of complicated technical hurdles with product usage.
• Able to make technical decisions that can impact clients in a moderate to significant way.
• You have basic understanding of finance industry with expert level proficiency in computer applications and Windows operating systems.
• You should possess strong analytical skills.
• You also should have an appetite for providing superb customer service.
• Solid understanding & working knowledge of MS Office (Word, Excel, PowerPoint).
• Experience in running network captures and product error logs.

Basic Qualifications

• You have a Bachelor’s degree in Computer Science, Information Technology, and/or Data Science related field.
• Have excellent written and verbal English communication skills and are able to communicate via phone and email.
• You have meaningful 4-6 years of experience in a customer facing technical role and supporting CIQ products along with MI as well.
• Strong written and verbal communication skills.
• Prior customer service (including phone) experience.
• Ability to effectively communicate technical concepts to a non-technical external audience or internal non-technical stakeholders.
• You are organized and have the ability to collect, analyze and summarize data to prepare clear reports; more like technical product documentation.

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 Mission: Advancing Essential Intelligence.

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. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership 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

• 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

Global Hiring and Opportunity at S&P Global

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

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 [e-mail] and your request will be forwarded to the appropriate person.

US Candidates Only: Know Your Rights: Workplace discrimination is illegal