S&P Global Associate, Enterprise Technical Support in Hyderabad, India

S&P Global Market Intelligence

TheRole:

Associate, Enterprise Technical Support

The Location:

Hyderabad, India

The Team:

Responsible team (24 - 7) for seamless delivery and support for all Data Management solutions products (Xpressfeed, API and others) that includes monitoring, client communications, level one client services, basic technical support to clients and Ad hoc project support. The team collaborates with Product\Platform management team and other product support teams.

The Impact:

This is the first line of defense for all Data Management solutions delivery. It involves product-monitoring, validations, sending out notifications to clients, take on client queries and escalate as per the procedures. This team gives a better client experience by proactively identifying issues with products.

What s in it for you:

  • Gets a great opportunity to talk to global clients and understand their issues.

  • Liaise with different product teams, development teams, and Platform managers to analyze and help resolve product delivery related issues.

  • Exposure to all of the enterprise products and desktop platforms

Responsibilities:

  • Responsible for monitoring of enterprise products and escalate to different stakeholders as per the escalation procedures.

  • Handling client queries over email and Phone. Listening to clients, understanding issues, performing necessary follow-ups and setting expectations appropriately is vital.

  • Proactively monitor and notify clients about any delays, product enhancements, outages and any performance issues with product delivery platforms.

  • Developing a deep understanding of all of the products and take appropriate actions for better client experience

  • Identifying any issue with product delivery before the client reaching us.

  • Researching and analyzing issues, determining corrective actions and coordinating and communicating with involved parties

  • Developing in depth knowledge on all enterprise products

  • Client communication on Desktop products including Banners on platforms.

  • Analytics on product delivery and availability

  • Providing technical assistance to clients that subscribe to enterprise products(Xpressfeed and API)

  • Work on creating complex SQL queries (MS SQL and ORACLE) to use our data and assist client with query tuning and performance improvements.

  • Assist in deployment and troubleshooting on the go.

What we re looking for:

  • Excellent verbal and written communication skills with the ability to listen, question and understand, and to be clear and concise while expressing thoughts and pushing back with respect when required.

  • Ability to take ownership of objectives set, and drive results independently.

  • Strong team player with excellent people skills, to build good relationships at all levels, locally as well as globally.

  • Ability to quickly adapt and be flexible to changing requirements and processes

  • Demonstrate troubleshooting, follow-through and problem solving skills, resourcefulness, and attention to detail

  • Willing to work in rotational shifts(Any 5 days of the week)

  • Desire to work in a Techno-functional role

Basic Qualifications:

  • Bachelor's\PG degree in Finance\Computer science with 0-2 years of experience.

  • knowledge on financial markets and business management

  • Positive attitude with qualities of a team player

  • Ability to take ownership and execute tasks independently

  • Time and resource management skills a must

  • Knowledge of SQL and Excel.

Preferred Qualifications:

  • Graduate in computer science and finance.

  • Strong knowledge on SQL

  • Prior experience in client support

  • Basics of any programming language

About S&P Global Market Intelligence:

At S&P Global Market Intelligence, we know that not all information is importantsome of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research and news into tools that help track performance, generate alpha, identify investment ideas, understand competitive and industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction.

S&P Global Market Intelligence is a division of S&P Global (NYSE:

SPGI), which provides essential intelligence for individuals, companies and governments to make decisions with confidence. For more information, visitwww.spglobal.com - marketintelligence

S&P Global is an equal opportunity employer committed to making all employment decisions without regard to race - ethnicity, gender, pregnancy, gender identity or expression, color, creed, religion, national origin, age, disability, marital status (including domestic partnerships and civil unions), sexual orientation, military veteran status, unemployment status, or other legally protected categories, subject to applicable law.