Client Support Specialist, Level II

Morningstar; Chicago (IL); Hybrid; USD 62,000 - 90,000; Full time

Job summary

Morningstar is seeking a Level II Client Support Specialist in Chicago to support complex data and data product cases escalated from Level I. You will work with Client Service Support, Data Product Management, and Data Operations to resolve issues and communicate outcomes to stakeholders.

This role is hybrid with four days in the office, and involves client-facing interactions by phone or in person as needed.

Qualifications

• Bachelor’s degree required.
• 1–2 years of relevant professional experience in data support, product support, client service, technical support, data operations, or a related field.
• Excellent written and verbal communication skills.
• Strong problem-solving, organizational, and analytical skills.
• Ability to work independently and effectively manage competing priorities and deadlines.
• Strong computer skills and experience working with data, spreadsheets, databases, CRM or ticketing systems, or similar business applications.
• Ability to investigate issues, work through problems methodically, and identify trends or patterns within data or case information.
• Strong attention to detail and a demonstrated sense of ownership when managing issues through resolution.
• Ability to collaborate effectively across multiple teams and stakeholders.

Responsibilities

• Define Level II workflow for the Data Division and contribute to streamlining processes.
• Use metadata and case information to identify trends across data-related issues.
• Propose solutions to address recurring trends and drive cross-team projects.
• Track, evaluate, and determine resolution approach for complex data issues escalated from Level I.
• Take ownership of issues in the data ticket queue with timely updates and coordination.
• Prioritize issues based on severity and impact.
• Partner with Client Service, Product, and Sales to ensure issue-management processes are followed.
• Understand stakeholder roles to connect issues with resources and expedite resolution.
• Collaborate across Data, Product, Client Service and other teams to resolve complex issues.

Skills

Communication

Problem solving

Analytical skills

Organization

Independent work

Cross-team collaboration

Attention to detail

Education

Bachelor's degree

Tools

CRM systems

Ticketing systems

Spreadsheets

Databases

Job description

About Morningstar

Morningstar is a leading provider of independent investment insights, data, and research. Our products and services help investors, financial professionals, and organizations better understand investments and make informed decisions.

The Role

As a Level II Client Support Specialist, you will support complex data and data product cases that are escalated from our Level I support teams. You will work closely with Client Service Support, Data Product Management, and Data Operations to ensure these issues are resolved. Our analysts are responsible for researching identified issues, ensuring timely resolution, and communicating outcomes to the appropriate team members. Resolving these issues often requires coordinating resources and expertise across multiple data teams. This is also a client-facing role, with occasional opportunities to meet with clients by phone or in person. This position is based in our Chicago office and follows a hybrid schedule, with four days per week in the office.

Responsibilities

• Work with the Level II Manager to define the Level II workflow for the Data Division and contribute to ongoing efforts to streamline and improve this and related workflows.
• Use metadata and case information to identify trends across large volumes of data-related issues.
• Propose solutions to address recurring trends and help drive cross-team projects to implement approved solutions.
• Track, evaluate, and determine the appropriate resolution approach for complex data issues escalated from Level I teams, including Product Support, Client Service Consulting, and Relationship Management.
• Take ownership of issues in the data ticket queue, providing timely updates, follow-up, escalation, and coordination through resolution.
• Prioritize issues appropriately based on severity and impact.
• Partner with Client Service, Product, and Sales to ensure issue-management processes are followed.
• Develop an understanding of the roles, responsibilities, and expertise of internal stakeholders to help connect issues with the appropriate resources and expedite resolution.
• Collaborate across Data, Product, Client Service, and other teams to ensure complex issues are effectively investigated and resolved.
• Communicate directly with clients by phone or in person, as needed, to support the investigation and resolution of issues.

Requirements

• Bachelor’s degree required.
• 1–2 years of relevant professional experience in data support, product support, client service, technical support, data operations, or a related field.
• Excellent written and verbal communication skills.
• Strong problem-solving, organizational, and analytical skills.
• Ability to work independently and effectively manage competing priorities and deadlines.
• Strong computer skills and experience working with data, spreadsheets, databases, CRM or ticketing systems, or similar business applications.
• Ability to investigate issues, work through problems methodically, and identify trends or patterns within data or case information.
• Strong attention to detail and a demonstrated sense of ownership when managing issues through resolution.
• Ability to collaborate effectively across multiple teams and stakeholders.

Compensation and Benefits

At Morningstar we believe people are at their best when they are at their healthiest. That’s why we champion your wellness through a wide range of programs that support all stages of your personal and professional life. Here are some examples of the offerings we provide:

Financial Health 100% 401k match up to 6% of salary Stock Ownership Potential Company provided life insurance - 1x salary + commission Physical Health Comprehensive health benefits (medical/dental/vision) including potential premium discounts and company-provided HSA contributions (up to $500-$2,000 annually) for specific plans and coverages Additional medical Wellness Incentives - up to $300-$600 annual Company-provided long- and short-term disability insurance Emotional Health Trust-Based Time Off 6-week Paid Sabbatical Program 6-Week Paid Family Caregiving Leave Competitive 8-24 Week Paid Parental Leave Adoption Assistance Leadership Coaching & Formal Mentorship Opportunities Annual Flex Stipend - $1000 annually to cover personal education & well-being expenses Tuition Reimbursement Social Health Charitable Matching Gifts program Dollars for Doers volunteer program Paid volunteering days 15+ Employee Resource & Affinity Groups Total Cash Compensation Range $61,700.00-90,483.33 Inclusive of annual base salary and target incentive Morningstar's hybrid work environment gives you the opportunity to collaborate in-person each week as we've found that we're at our best when we're purposely together on a regular basis. In most of our locations, our hybrid work model is four days in-office each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.

Company overview

001_MstarInc Morningstar Inc. Legal Entity Morningstar is a global independent investment research and financial data company. Here, you'll help uncover what’s hidden, simplify what’s complex, and create insights that empower investor success. Company overview Morningstar Development Program Morningstar is strongly committed to creating and preserving equal opportunity for all employees and applicants.

We make all employment decisions—including recruitment, hiring, compensation, training, promotion, transfer, discipline, termination, and other personnel matters—without regard to race, color, ancestry, religion, sex, national origin, age, disability, protected veteran status, marital status, sexual orientation, genetic information, citizenship, gender identity and expression, parental status, or other legally protected characteristics or conduct.