Job Description

:

S&P Global

The Role: Customer Support Analyst

Summary

A career path responsible for receiving and resolving phone and email inquiries from customers. Includes basic inquires associated with customer access and entitlement, general product questions, basic billing and invoicing, some order placement. Responsible for escalating to Tier 2 customer care or other teams as necessary.

What you will be doing:

As a Customer Support Analyst, you will join a growing team in helping to provide support for the customers.

• Resolve basic customer phone and email inquiries
• Gathers information and escalates to Tier 2 or other teams as necessary
• Utilize Customer Care and S&P Global systems to open, manage and resolve inquiries
• Works under general supervision within a team
• Requires to be limited independent decision-making
• Follows clearly defined and practices
• Handles most basic internal/external queries across a range of products
• May have more detailed knowledge of one or more product disciplines
• Broad knowledge of internal customer facing processes

What are we looking for:

• Fluency in English
• Speaking Japanese or French will be an asset
• Ideally 1-2 years of customer care experience
• Experience in a support desk environment or an inbound/outbound high volume call center is an asset
• Demonstrated problem-solving skills
• Organized and detail oriented, with the ability to multitask in a fast-paced environment
• Ability to communicate both in verbal and written form
• Experience with web navigation and proficient skills in Microsoft Office
• Previous experience in customer relationship management tools is and an asset
• Good tardiness and attendance track record
• Willing to work EMEA Shift - 4pm - 1am (Malaysia time)
• Willing to work during Public Holidays (compensated accordingly)

Return to Work

Have you taken time out for caring responsibilities and are now looking to return to work? As part of our Return to Work initiative, we are encouraging enthusiastic and talented returners to apply, and will actively support your return to the workplace.

The Grade (relevant for internal candidates only): 07

Location: Penang, Malaysia

About Company Statement:

S&P Global delivers essential intelligence that powers decision-making. We provide the world\'s leading organizations with the right data, connected technologies and expertise they need to move ahead. As part of our team, you\'ll help solve complex challenges that equip businesses, governments and individuals with the knowledge to adapt to a changing economic landscape.



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: and your request will be forwarded to the appropriate person.

US Candidates Only: The EEO is the Law Poster describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)

Job ID: R31880
Posted On: 2023-03-28
Location: Penang-Jalan, Pulau Pinang (Penang), Malaysia

S&P Global