Customer Support Specialist

Company Description

Wood Mackenzie are the global research, analytics, and consultancy business powering the natural resources industry. For 50 years, we have been providing the quality data, analytics, and insights our customers rely on to inspire their decision making.

Our dedicated oil, gas & LNG, power & renewables, chemicals, metals & mining sector teams are located around the world and deliver a variety of projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.

We have over 1,900 employees in 30 locations, serving customers in nearly 80 countries. Together, we inspire and innovate the markets we serve – providing invaluable intelligence to help our customers overcome the toughest challenges, and make strategic decisions that will, ultimately, accelerate the world’s transition to a more sustainable future.

WoodMac.com

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Job Description

The Customer Organization (CO) is a division of Wood Mackenzie focused on retaining subscription revenue & supporting the company’s growth via customer experience. Each team under the CO umbrella has a key function whether it's to embed products, deliver satisfaction, deliver agreed customer outcomes or internally, define the customer experience strategy or enable the division's success.

Wood Mackenzie is looking for a Customer Support Specialist at an exciting time for our fast-evolving global Customer Support team.  You will be at the nexus of customers, products, and technology at Wood Mackenzie, helping internal and external stakeholders to understand, utilize, and fully realize the capabilities of the product suite.  The person that fills this role must be an effective communicator, highly organized, and self-motivated.  As a Customer Support Specialist, you will be required to use your customer-focused, detail-oriented skillset to analyze stakeholder needs and difficulties, while offering the best solutions that cover a wide variety of opportunities.  You will demonstrate a customer-centric mindset, resulting in strong customer satisfaction ratings and query resolution times.

In this role, Customer Support Specialists are encouraged to be self-managing, proactive, collaborative, and team oriented.  The role offers opportunities for individuals to follow personalized goals based on people’s natural abilities to desire and learn.  Outcomes range from acquiring specialized technical skills, to career advancement and transfers into other business areas of our company.

Main Responsibilities

• Deliver quality phone and email support to all Wood Mackenzie customers and internal stakeholders in a timely manner
• Be a liaison between customers and the Customer Organisation, and IT, to communicate and troubleshoot technical issues.
• Ensure accurate and timely recording of information in Salesforce CRM system.  Be the voice of the customer and advocate for them, ensure you close the feedback loop.
• Provide customer-specific services on our platforms which help customers optimize the value of our software, data, and analytical solutions.
• Support product and role configuration tasks during implementation engagements, and management of ongoing user level entitlement.
• Provide support for the Customer Organization, strategic sourcing, and category management projects, and other ad-hoc projects.

Qualifications

About you and how you can excel in the role

You will have:

• A bachelor’s degree in business or a related field, or equivalent level of work experience
• Basic work experience in a customer facing role
• Live Chat Experience preferred
• Strong time management skills and multi-tasking abilities
• Excellent communication skills (listening, writing, and verbal)
  • Comfortable speaking on the phone with strangers
• Strong attention to detail and organizational skills
• Analytical and process-oriented mindset
• Technically adept with web based applications
  • Knowledge of Salesforce and the Microsoft Office suite a plus, but not required
• Ability to work effectively both independently and interdependently in a small team environment.
• High levels of adaptability, initiative, and a kind, open, fun, team-oriented working attitude

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Additional Information

Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belongi