Customer Support, Market Data Specialist II

Responsibilities

• Act as a front-line expert for external users and internal teams, resolving complex technical issues and data inquiries.
• Consult with users to identify and implement the most efficient ways to use our tools for their specific needs.
• Utilize SQL and API products to troubleshoot issues and help customers navigate complex datasets.
• Educate users on key features and benefits, translating technical capabilities into business value.
• Collaborate with Product Management and Customer Success to elevate recurring issues and advocate for user-experience improvements.
• Document, track, and resolve inquiries within our CRM, ensuring all responses meet or exceed established Service Level Agreements.
• Maintain our reputation for high-quality support through proactive communication and reliable technical expertise.
• Drive team skill development through skill sharing and ticket collaboration.

• Minimum of 3 years in technical support, helpdesk, or technical sales roles.
• Experience managing workflows within CRM software such as Freshdesk, Jira, or Salesforce.
• Proven ability to translate complex technical information into concise, accessible solutions for customers.
• Comfortable delivering solutions via phone, email, and formal presentations.
• Proficient in using SQL as a primary tool for data investigation and troubleshooting.
• A curious mindset with a drive to master complex concepts and resolve sophisticated technical issues.
• A passion for exceptional service and a commitment to understanding the 'why' behind customer needs.
• A proactive mindset focused on identifying and eliminating inefficiencies through process optimization.