The Group: The Technical Specialist team are the second line in Client Support Services. The individuals in this group work towards enabling our clients efficiently use our products that provide high-quality data, independent research, and technological expertise through well-designed products. The group collaborates with Product Development, Product Management and Sales teams to build up an excellent client service model ensuring clients best-in-class experience using our products to achieve their goals.
The Role: Morningstar Client Support Services aims to thrill our clients by quickly resolving issues, deftly managing changes and providing helpful insight at every step of the client experience. The Client Service group is comprised of four teams: Customer Support, Success, Engagement and Operations. In this end-user support role, the Technical Support Representative will work as part of our dynamic global Customer Support team directly supporting our clients.
Responsibilities:
- Deal with client queries escalated by Customer Support team and internal customers
- Deliver outstanding customer service by responding to and efficiently resolving client issues and requests.
- Apply a professional, timely, and proactive approach to escalated client issues and calls.
- Work with to provide dedicated and specialist support to key clients.
- Regularly follow-up internally and externally for all outstanding client queries.
- Work cross-functionally with development, Data, Application Services and Corporate IT teams to solve complex issues and communicate product technical enhancements and updates.
- Investigate thoroughly all incoming queries and escalate to the relevant team leader where necessary.
- Document all actions and where appropriate create escalations for other teams in Jira.
- Maintain a working knowledge of the features, benefits and functionality of Morningstar products, and serve as a resource to team members.
- Assist with creating documentation and knowledge sharing.
Qualifications
- Bachelor's degree or similar qualification in computing science or information systems
- Understanding of networking, internet and communication concepts
- Proficiency in windows operating system administration, linux good to have
- Understanding of client-server architecture.
- Working knowledge of .net framework, java, javascript libraries.
- Understanding of complex software systems.
- Excellent written, oral communication and interpersonal skills.
- A proactive approach to customer service taking ownership of issues as they arise.
- Fast learner, self-starter, flexible and proven ability to work in a demanding environment with strong multi-tasking skills.
- Strong problem solving and analytical skills with high attention to detail, and excellent time management.
- Software development experience or skills a plus.
- 3-5 years proven experience in client-facing technical support
Nice to have
Additional Language other than Spanish and English
Morningstar's hybrid work environment gives you the opportunity to work remotely and collaborate in-person each week. We've found that we're at our best when we're purposely together on a regular basis, at least three days each week. A range of other benefits are also available to enhance flexibility as needs change. No matter where you are, you'll have tools and resources to engage meaningfully with your global colleagues.
302_MstarEurServSL Morningstar Europe Services, S.L. Legal Entity
