Type : Full Time
Location : Gurgaon
Experience Required : 2 Year(s)
Industry : Oil and Gas/Power/Infrastructure/Energy
Preferred Skills : Client Management Client Relations Customer Service Customer Support Front Office
Job Description :
- Providing resolution of level 1 client support queries (email, phone, live chat, Salesforce cases) 24X7 (primarily in US shift) as it pertains to technical, functionality and market/data issues within agreed SLAs.
- Being 24x7, responsible to provide coverage on weekends as well and 3 days during the week. This coverage is followed on a rotational basis within the team.
- Additional support towards adhoc projects.
- User management and client 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 clients and internal staff queries
- Act as the point person on product operational changes through scheduled product meetings
- Provide weekly product updates at departmental meeting
- 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
- 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 prioritize tasks as required.
Preferable Skills/Characteristics
- Work experience, either directly with the public or on a dedicated support desk
- Experience of financial services and / or market data experience
- Interest in financial markets - any experience of financial markets
- Salesforce.com experience