Senior Associate, Technical Application Support

Job content

The Role: Senior Associate, Technical Support

The Location: Gurgaon
The Team : You will have the opportunity to work within a Global team setting that contributes directly to a client base to ensure client satisfaction.

The Impact: Ensures that client concerns and requests are resolved in a timely, efficient, accurate, and professional manner demonstrating excellence in service and commitment to client satisfaction balanced with a concern for profitability and growth of the company.

What’s in it for you:

• Collaborative work environment where you provide daily assistance to our clients
• Opportunity to work with an industry leader within the financial industry
• Growth opportunities within a vast segment of the company

Responsibilities:

• Provides high quality technical application support within a supported product range with minimal supervision. Not only resolve client issues, but provide long term fix. Majorly independent, handles tough client issues, point of contact for team. Serves as a resource for younger teammates.
• Provides assistance and training to other non-technical client support teams as well as other departments as needed. Contribute to the new hire onboarding process.
• Contributes to internal projects and processes. Provides feedback and contributes to improving internal systems. Generates new ideas around new projects with LEAN and automation in mind.
• Train new hires on Product, tools and Processes. Provide feedback on new hires to the management for better training. Seek to improve the onboarding process for new hires.
• Advanced understanding of products within scope of function, both from the perspective of functionality as well as customer requirements and usage. Good understanding of open/closed technical bugs.

What We’re Looking For:

• Strong technical skills and a strong understanding of Windows platforms, internal platforms, CRM, etc. Experience with exposure to various logging systems is also desirable.
• You should be able to influence client satisfaction via the removal of complicated technical hurdles with product usage. Able to make technical decisions that can impact clients in a moderate to significant way.
• Strong understanding of products within the scope of function, both from the perspective of functionality as well as customer requirements and usage.
• You also should have an appetite for providing superb customer service
• Solid understanding & working knowledge of MS Office (Word, Excel, PowerPoint)
• Experience in running network captures and product error logs.

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Basic Qualifications:

• You have a Bachelor’s degree in Computer Science, Information Technology, and/or Data Science related field
• Have excellent written and verbal English communication skills and are able to communicate via phone and email
• You have meaningful 2 to 4 years of experience in a customer-facing technical role in support Cap IQ Pro or CIQ products.
• Strong written and verbal communication skills. Prior customer service (including phone) experience. Ability to effectively communicate technical concepts to a non-technical external audience or internal non-technical stakeholders.
• You are organized and have the ability to collect, analyze and summarize data to prepare clear reports, more like technical product documentation
• Strong MS Office (Word, Excel, PowerPoint) and Basic knowledge of SQL

Preferred Qualifications:
Bachelor’s in computer science

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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: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf describes discrimination protections under federal law.

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Job ID: 290834
Posted On: 2023-08-24
Location: Gurgaon, Haryana, India