Client Support Specialist, Level II

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.

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.

• 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.

• 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.

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