Associate, Customer Support Analyst

  • Competitive
  • London, England, United Kingdom London England GB
  • Permanent, Full time
  • IHS Markit UK
  • 16 Apr 18 2018-04-16

The Customer Support Team (CST) is designed to provide the best personnel, tools and knowledge needed every day to support Markit’s clients’ and partners’ needs. The Customer Support Team are the face of Markit and responsible for being the first point of contact for all customer inquiries.

Position summary

With the ever-increasing product and customer base, there is a requirement for additional members of our Customer Support Team.  This team is responsible for primary customer support across a wide range of the Markit products and is a key part of our operational structure.

The Customer Support Team is responsible for participating in all aspects of receiving, evaluating and resolving Markit’s customer service issues in a timely fashion.  Team members focus on providing a first-class service that contributes to measurable increase in customer satisfaction and enhanced business value to Markit. The successful candidate will be responsible for ensuring that all contact with customers leaves them with a positive view of our organization.

Duties & accountabilities

Activities would include:

  • Resolution of customer support queries (email, phone, live chat, Salesforce cases) as it pertains to technical, functionality and market/data issues within agreed SLAs
  • User management and customer on-boarding
  • Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met
  • Answering queries about permissioning from colleagues and Third Party data providers
  • Develop specialist status, thorough expertise, in an assigned product area. Become a “go-to” person for that product to support customers and internal staff queries for the EMEA region
  • Act as the point person on product operational changes through scheduled product meetings
  • Provide weekly product, support and project-based status updates at departmental meetings
  • Assist with the creation and maintenance of CST processes and documentation to ensure efficient running of the team
  • Identifying and escalating calls as needed to the appropriate level 2 support units
  • Continually innovate and fine tune the service desk system and reports to maximize its efficiency
  • Formulate and help implement effective business workflows and processes for internal Markit departments using Salesforce as required

Required Skills/Characteristics

  • Strong communication and interpersonal skills – both verbal and written
  • Excellent organizational skills with the ability to integrate into a fast paced environment with great attention to detail
  • Ability to learn quickly and multitask
  • Strong MS Excel skills
  • Effective analytical and troubleshooting skills
  • Flexible and reliable, able to adapt  to changing situations
  • Team player, able to spot where help is required and is able to deliver help, coaching and training to other team members globally
  • Ability to use own initiative to solve problems: ability to turn quality work around in quick timescales and is able to discern the need for urgency from unnecessary rush
  • Customer-facing phone experience

Preferable Skills/Characteristics

  • Work experience, either directly with the public or on a dedicated support desk
  • Experience of financial services technology and/or market data experience
  • Interest in financial markets
  • Experience with a call management system
  • Salesforce.com experience
  • Second European language proficiency preferred for business purposes