Client Services​/Customer Care Support Specialist

Overview

The Customer Support Team is responsible for participating in all aspects of receiving, evaluating, and resolving S&P Global Market Intelligence customer service issues in a timely fashion. Team members focus on providing a first‑class service that contributes to measurable increase in customer satisfaction and enhanced business value to Markit.

You will be responsible for ensuring that all contact with customers leaves them with a positive view of our activities. Your responsibilities will include:

• Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs
• User management and customer on‑boarding
• Permissioning of data and corresponding billing administration, ensuring compliance procedures are met
• Answering queries about permissioning from colleagues and third‑party data providers
• Develop specialist status, thorough expertise, in an assigned product area. Become a “go‑to” person for that product to support customers and internal staff queries for the EMEA region
• Act as the point person on product operational changes through scheduled product meetings
• Provide weekly product, support and project‑based status updates at departmental meetings
• Assist with the creation and maintenance of CST processes and documentation to ensure efficient running of the team
• Identify and escalating calls as needed to the appropriate level 2 support units
• Continuously innovate and fine‑tune the service desk system and reports to maximize its efficiency
• Formulate and help implement effective business workflows and processes for internal Markit departments using Salesforce as required

• High level of another European language (French, Italian, German, Spanish)
• Strong communication and interpersonal skills – both verbal and written
• Excellent organizational skills with the ability to integrate into a fast‑paced environment with great attention to detail
• Ability to learn quickly and multitask
• Strong MS Excel skills
• Effective analytical and troubleshooting skills
• Flexible and reliable, able to adapt to changing situations
• Team player, able to spot where help is required and able to deliver assistance, coaching and training to other team members globally
• Ability to use own initiative to solve problems: ability to turn quality work around in quick time‑scales and discern the need for urgency from unnecessary rush
• Customer‑facing phone experience

• Work experience, either directly with the public or on a dedicated support desk
• Experience of financial services technology and/or market data experience
• Interest in financial markets
• Experience with a call management system
• experience

If you need an accommodation during the application process due to a disability, please send an email to:  and your request will be forwarded to the appropriate person.

US Candidates Only:
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We are more than 35,000 strong worldwide – we 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 are committed to a more equitable future and to helping our customers find new, sustainable ways of doing business.

Our Values:
Integrity, Discovery, Partnership.

• 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.