Senior Deal Desk Analyst
Outreach
SFDC
Senior Client Services / Customer Care Support Analyst
S&P Global
full-time
Posted on:
Location Type: Office
Location: Gurugram • 🇮🇳 India
Visit company websiteJob Level
Senior
Tech Stack
SFDC
About the role
- Participate in receiving, evaluating, and resolving S&P Global Market Intelligence customer service issues in a timely fashion
- Provide a first-class service that contributes to customer satisfaction and enhanced business value
- Ensure all contact with customers leaves them with a positive view of activities
- Resolve 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 onboarding
- Permissioning of data and corresponding (billing) administration, ensuring compliance procedures are met
- Answer queries about permissioning from colleagues and third-party data providers
- Develop specialist status and thorough expertise in an assigned product area and become a “go-to” person
- 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
- Identify and escalate calls as needed to the appropriate level 2 support units
- Innovate and fine-tune the service desk system and reports to maximize efficiency
- Formulate and help implement effective business workflows and processes for internal Markit departments using Salesforce as required
Requirements
- Flexible to work in fixed US shift hours, inclusive of India Bank holidays
- 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: Work experience, either directly with the public or on a dedicated support desk
- Preferable: Experience of financial services technology and/or market data experience
- Preferable: Interest in financial markets
- Preferable: Experience with a call management system
- Preferable: Salesforce.com experience
Benefits
- 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.
- For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer servicetroubleshootingdata permissioningcustomer onboardinganalytical skillsMS ExcelSalesforcebusiness workflowsdocumentationservice desk system
Soft skills
communication skillsinterpersonal skillsorganizational skillsattention to detailmultitaskingflexibilityteam playerinitiativeproblem-solvingcoaching
