Senior Associate, Technical Support

About the Role: Grade Level (for internal use): 08The Team: Our team provides technical support for our business intelligence tool, with a global footprint across the US, India, Pakistan, and the Philippines. We value continuous learning, offering opportunities to gain in-depth product knowledge and hone technical skills in a collaborative environment. Responsibilities and Impact: Resolve client concerns and requests efficiently, accurately, and professionally, ensuring excellent customer service and client satisfaction. Handle expert-level client issues independently and act as a subject matter expert on technical matters within the team. Assist and train non-technical client support teams and other departments as needed; contribute to new hire onboarding. Participate in internal projects and process improvements, providing feedback and generating ideas with LEAN and automation in mind. Train new hires on products, tools, and processes; provide feedback to management for enhanced onboarding. Maintain advanced understanding of supported products, including technical bugs and customer usage requirements. What We’re Looking For: Basic Required Qualifications: 2 to 4 years of experience in a customer-facing technical support role for MI or CIQ products. Excellent written and verbal English communication skills; ability to communicate via phone and email. Strong technical skills and understanding of Windows platforms, internal platforms, CRM, and various logging systems. Key Soft Skills: Strong customer service orientation and ability to influence client satisfaction. Ability to communicate technical concepts to non-technical audiences. Organized with ability to collect, analyze, and summarize data for technical documentation. Solid understanding and working knowledge of MS Office (Word, Excel, PowerPoint). Additional Preferred Qualifications: Experience in running network captures and product error logs. Appetite for continuous learning and process improvement. Ability to provide feedback and contribute to team development. 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.