Senior Associate, Technical Support

About the job

About the Role:

Grade Level (for internal use): 08 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 and Impact:

- 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.

What We’re Looking For: 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.

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: We take care of you, so you can take care of business. 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: 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.

Recruitment Fraud Alert: If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to  reportfraud@spglobal.com . S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity  here .

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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:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person.

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

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