Customer Success

**About the Role**:
**Grade Level (for internal use)**: 07
**The Team**:
S&P Global Market Intelligence is looking for a Product Support Associate to provide client service and technical support to global institutional clients using our Enterprise Solutions. You will be part of a global product support team providing coverage during APAC hours on enterprise software such as EDM, iLevel, thinkFolio, and WSO.
**Enterprise Solutions**:
**Responsibilities and Impact**:
Provide client service and technical support to global institutional clients using our Enterprise Solutions such as EDM, iLevel, thinkFolio, and WSO
Understand, resolve and document client issues and feedback
Develop and maintain product documentation, including user guides, troubleshooting guides, and knowledge based articles
Work with internal groups and escalate as needed, to document issues and develop solutions
Monitor all incoming support channels to address client inquiries quickly and efficiently
**What We’re Looking For**:
Bachelor's degree in computer science, information technology, fintech or finance preferred
Experience in providing client service and technical support to global institutional clients for enterprise software
Proficiency in SQL, scripting languages, and data analysis tools
Strong problem-solving and analytical skills to understand and document client feedback, identify root causes and develop innovative solutions
Ability to work under pressure, prioritize tasks and meeting deadlines supporting multiple clients/requests
Customer-centric approach with a focus on delivering exceptional support and ensuring client satisfaction
Excellent written and verbal communication skills in English to work with global teams and clients
About S&P Global Market Intelligence
At S&P Global Market Intelligence, a division of S&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction.
What’s In It For You?
**Our Purpose**:
Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology-the right combination can unlock possibility and change the world.
Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.
**Our People**:
We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.
**Our Values**:
Integrity, Discovery, Partnership
At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

**Benefits**:
We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.
**Our benefits include**:
**Health & Wellness**: Health care coverage designed for the mind and body.
**Flexible Downtime**: Generous time off helps keep you energized for your time on.
**Continuous Learning**: Access a wealth of resources to grow your career and learn valuable new skills.
**Invest in Your Future**: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.
**Family Friendly Perks**: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.
**Beyond the Basics**: From retail discounts to referral incentive awards—small perks can make a big difference.
**Diversity, Equity, and Inclusion at S&P Global**:
At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation - Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.
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- Equal Opportunity Employer
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