About the Role:

Grade Level (for internal use):

09

The Role: Specialist - Customer Care Support (Technical)

Team

Our Customer Care Support Specialist team stands out for its deep product knowledge and strong cross-functional collaboration, acting as a bridge between clients and internal teams to ensure queries are resolved efficiently with the right expertise. Working in Global Risk and Economics solutions offers exposure to a dynamic global portfolio covering country risk, economic indicators and forecasts, geopolitical assessments, scenario analysis, and decision-support tools that help clients navigate uncertainty and make informed business decisions. Our collaborative, supportive, and solution-oriented culture encourages knowledge sharing and continuous learning while maintaining a positive professional environment where teamwork is highly valued.

The Role

Reporting to the Customer Care Regional Manager, the role is customer facing and requires the ability to problem solve at a technical level across Global Risk and Economics solutions, data, platforms, and delivery workflows including Connect API, REST API, Snowflake and GoogleBigQuery. The final objective is to ensure excellent customer satisfaction and a high client retention rate. To rise to the challenge, you'll need to be a self-starter. Strong problem-solving skills and attention to details are also a must. But just as important as your technical know-how and talent for problem solving will be your ability to share the insights you gain. With that in mind, you'll need to be a confident communicator – both in writing and by phone – and, of course, you'll need to work well as part of a team. 

What’s in it for you: You may be a great fit for our next Support Specialist if the following career benefits appeal to you:

• Client-facing impact: You enjoy working directly with end users to help them to interpret and apply the intelligence gained from our powerful solutions to make more informed business decisions.

• Empowerment: You like thinking critically about the unique needs at hand and working independently and collaboratively to come up with creative approaches to solve a given pain point or obstacle.

• Commercial success: You take personal satisfaction in the success of supporting business wins without the pressure of a direct quota/commission structure.

• Entrepreneurial, innovative culture: You like the challenge of working in an environment that is ever evolving: enhancing our solutions, refining our processes, adapting our strategy.

• Genuine interest in technology: You are keen on understanding technical workflows, troubleshooting issues, staying up to date with the latest technology developments, and communicating solutions clearly.

Responsibilities and Impact

• Manage client questions and issues effectively, ensuring clear communication, timely resolution, and a high level of customer satisfaction.

• Troubleshoot customers’ products/platforms/delivery workflows issues to determine the root cause of the problem and recommend a suitable solution.

• Resolve inquiries related to Global Risk and Economics solutions with accuracy and timeliness, including questions on country risk, economics, forecasts, data tools, platforms and delivery workflows.

• Provide technical support for Global Risk and Economics delivery solutions, including but not restricted to Connect API, REST API, Snowflake, and GoogleBigQuery, with ownership of complex client requirements and high-impact issues.

• Support clients with complex workflow requirements across custom dashboards, SSO setup and troubleshooting, platform-related issues, API use cases, and data feed workflows, collaborating with internal teams to resolve issues and enable seamless implementation.

• Collaborate with cross-functional teams - including Product, Sales, Delivery, and Data - to deliver comprehensive solutions and continuous improvement.

• Maintain detailed records of client interactions using the internal customer relationship management system and contribute to knowledge base development for team efficiency.

Required experience and skill sets

• Excellent written and spoken English proficiency is essential

• Minimum of 1-3 years of experience in client services, customer support, or related client-facing roles

• Strong analytical and problem-solving skills with excellent attention to details

• Ability to quickly learn new products, interfaces, and processes

• Excellent written and verbal communication skills

• Ability to stay highly organized in a high-volume, high-priority customer facing environment

Additional preferred experience and skill sets

• Experience with country risk, economic indicators, or related market intelligence solutions

• Experience with CRM systems and ticketing platforms such as Salesforce or similar customer management tools

• Ability to support client onboarding, implementation testing, data validation, documentation, and escalation handling for complex data delivery requirements.

• Working knowledge of APIs and data delivery methods—such as REST API, Snowflake, Google BigQuery, SFTP, CSV, XML, SQL, JSON, Postman, and Swagger/OpenAPI—is beneficial.

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.

For more information, visit www.spglobal.com/marketintelligence.

What’s In It For You?

Our Mission:

Advancing Essential Intelligence.

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.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

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.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Global Hiring and Opportunity at S&P Global:

At S&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets.

Recruitment Fraud Alert:

If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here.

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Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.  Only electronic job submissions will be considered for employment.  

 

If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person.  
 
US Candidates Only: Know Your Rights: Workplace discrimination is illegal

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20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.1 - Middle Professional Tier I (EEO Job Group)