About the Role:

Grade Level (for internal use):

Customer Experience Representative

As part of a broader team, this role will support customers as they use S&P Global Mobility (formerly Market Scan products) products and be the first point of resolution. You will provide top level customer service and help guide them through as needed. As you become acclimated to the role, learning and growth opportunities exist.

Responsibilities:

• Walk customers through the process of installing the software on their machines and starting up the program for the first time
• Help customers troubleshoot issues they encounter while using the software and provide actionable tips to resolve the problem
• Send technical documentation to customers who have lost or misplaced theirs
• Refer difficult cases to a senior analyst or support tech
• Assume remote control over customers’ computers when necessary to resolve problems
• Make hardware recommendations for customers whose machines cannot support the software
• Participate in the after-hours support rotation in order to provide support for our customers working hours.

What we're looking for:

• Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows environments
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Ability to exercise judgment, identify problems, research potential solutions, and identify situations requiring the expertise of others
• High degree of professionalism and skill in verbal and written communications
• Ability to provide step-by-step technical help, both written and verbal
• Proficient in Microsoft office suite; experience with Zoom, Jira, Monday.com and FileZilla a plus
• Additional certification in Microsoft or similar technologies is a plus

Physical Demands:

• Ability to work in a general office environment
• Ability to handle extended periods of computer-based work, including telephone
• Requires schedule flexibility to provide after-hours support

Competencies:

• Fostering Teamwork: The ability and desire to work cooperatively with others on a team; interest, skill, and success in getting groups to work together cooperatively.
• Communication: Must have superior written and oral communication skills. Tailors the content of their communications to the level and experience of the audience.
• Results Orientation:  Prioritizes projects to meet required deadlines; ability to manage several projects at once focusing on the desired end result of one’s own and business unit’s work.
• Thoroughness: Must be highly organized and maniacally detail oriented.
• Initiative: An innovative, energetic and self-motivated attitude. Identifies what needs to be done and does it before being asked to or required by the situation.  Does more than what is normally required in a situation. Takes independent action to change the direction of events.
• Building Collaborative Relationships: The ability to develop, maintain, and strengthen partnerships with others inside or outside of the organization who can provide information, assistance and support.
• Forward Thinking: On top of trends in the industry or marketplace and develops plans to prepare for opportunities or problems.
• Stress Management: Is a master multi-tasker and problem solver who can prioritize matters while delivering high-level results. Remains calm under pressure.
• Demeanor: Must have ability to (re)present Market Scan professionally as it relates to conduct, behavior and appearance/attire.
• Flexibility:  Open to different and new ways of doing things; willing to modify one’s preferred way of doing things. Adaptable to the changing nature of the business.

S&P Global states that the anticipated base salary range for this position is $45,700 to $50.000 USD. Final base salary for this role will be based on the individual’s geographic location, as well as experience level, skill set, training, licenses and certifications.

In addition to base compensation, this role is eligible for an annual incentive plan.

This role is eligible to receive additional S&P Global benefits. For more information on the benefits we provide to our employees, please click here. 

Sponsorship is not being offered for this position. Resumes must be submitted in English for consideration. This is a hybri