Client Services - Customer Care Associate

Job Description

About the Role: Grade Level (for internal use): 07 The Role: Customer Care Associate Grade: (relevant for internal applicants only) 07 The Location: Islamabad, PK The Team: The Issuer Solutions Client Support Team assists our global client base with the day-to-day queries on our investor relations desktop product. You will work closely with our Client Advisors and Sales teams to ensure our clients are maximizing their use and value or our system. The data and insights available in our platform help drive decision making at the highest levels of publicly traded issuers. Our best-in-class client service team plays a critical role in ensuring a best-in-class client experience.  What you’ll work on:

• Becoming an expert in all of S&P Global’s corporate workflow solutions
• Providing outstanding first-level phone and email support for corporate clients
• Maintaining strong customer relationships while supporting S&P Global’s software solutions, from tasks such as login assistance to higher severity projects and client queries
• Providing clients, both internal and external, with timely assistance whenever a question or issue is raised
• Troubleshooting via MS Teams and assisting Account Managers with internal, issue ticketing system and escalations
• Ownership of inbound client queries and additional responsibility for “how to” training and conducting basic product demonstrations
• Liaising with product teams regarding bugs and forthcoming enhancements, and soliciting feedback from clients to ensure seamless support and ongoing innovation
• Collaborating with internal teams to deliver marketing pieces and updating knowledge base tools
• Utilize company CRM to track all client interactions

What we are looking for:

• Working Hours – 12PM EST – 9PM EST
• BA/BS degree and previous experience in Client Support (0-1 years)
• Fluency in verbal and written English; knowledge of other foreign languages is a plus
• Experience in finance / investor relations and software support a plus
• Experience in working and/or living in an international working environment is a plus
• Must be proficient in MS Word, Excel and Internet applications
• Excellent interpersonal skills and phone/email presence; must be able to deal with others in a pleasant manner and work under varying degrees of pressure and time constraints
• Ability to understand the business and technical needs of the client as well as troubleshoot or resolve client issues
• Great listening skills and responsiveness
• Personal initiative and ability to prioritize and multi-task efficiently and effectively
• Ability to work independently while still interacting within an integrated team structure

About S&P Global Market Intelligence: At S&P Global Market Intelligence, we know that not all information is important—some of it is vital. Accurate, deep and insightful. We integrate financial and industry data, research, and news into tools that help track performance, generate alpha, identify investment ideas, understand industry dynamics, perform valuation and assess credit risk. Investment professionals, government agencies, corporations and universities globally can gain the intelligence essential to making business and financial decisions with conviction. Market Intelligence is a division of S&P Global (NYSE: SPGI), which provides essential intelligence for individuals, companies, and governments to make decisions with confidence. For more information, visit: 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 . What’s In It For You? Our Purpose: Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world. Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress. 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. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference. Our Values: Integrity, Discovery, Partnership At S&P Global, we focus on Powering Global Markets. 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: Diversity, Equity, and Inclusion at S&P Global: At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all. ----------------------------------------------------------- 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:  The EEO is the Law Poster describes discrimination protections under federal law. Pay Transparency Nondiscrimination Provision - English_formattedESQA508c.pdf -----------------------------------------------------------20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP203 - Entry Professional (EEO Job Group)